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Customer Service/Call Centers/Contact Centers

Customer Relationship Management (CRM) helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable call centers, contact centers, and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible customer experience. Explore our latest news, analysis, and advice for customer service professionals at all levels.

Features

Contact Center Infrastructure: It's Time to Assess Your Tools and Technology

Weigh your capabilities, identify weaknesses, and implement multichannel solutions that keep pace with industry standards and consumer expectations.

Field Service Goes High Tech Amid the Pandemic

Advances allow for remote service delivery and better customer interactions

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

ViewPoints

Customer Value Management: Filling the Value Gap in CRM Tools

Salespeople are always asked about the value customers get from their product or service, but getting to the answer is hard work. CVM can streamline and automate those efforts, letting you quantify the value of each relationship you have.

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey.

Conversational Mobile Messaging Can Personalize Engagement—and Build Brand Equity

Brands need to interact with diverse customers across many platforms and make those interactions more personable and efficient, not to mention superior to those of their competitors—and conversational messaging is the latest frontier to maximize that engagement.

Chat Translation Helps Open the Door to Global Customers

Foreign language chat technology allows you to converse with customers in different languages without the need to employ a team of linguistic experts, saving your business time, money and effort while opening the door to countless opportunities across the globe.

Columns

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

Contact Centers’ Digital Transformation Has Only Begun

The process was hastened by the pandemic, but with COVID's end hopefully in sight, businesses need to rethink the service experience.

CRM’s Digital Executives Take a Front Seat Post-Pandemic

It's all hands on deck as successful companies shift to a digital C suite.

Four Lessons for Designing Exceptional Customer Journeys

Journeys that are just okay won't lead to more buzz and more business.

Buyer's Guide Partners