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.

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Enjoy Your Stay Where Great Customer Service Is Non-Negotiable

A Q&A with Horst Schulze, whose ultra-luxury Capella Hotel Group features an intense focus on personalized service, reflecting its founder's career of putting customers at the center of everything

Sam Del Rowe // 07 Feb 2019

The Gig Economy Is Emerging, but Overstated

Most job seekers, even Millennials, still prefer traditional jobs to flexible options

Paul Korzeniowski // 26 Dec 2018

Chat Is the Channel of Choice, For Now

Customers and companies like chat, but that could change as new channels emerge

Sam Del Rowe // 28 Dec 2018

Meet Customers with Messaging

Customers are using messaging apps, so companies need to adopt them too

Sam Del Rowe // 30 Nov 2018
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Best Practices for Getting the Most Out of Customer Feedback

Your customers have exactly what you need to know about your business. What's better than getting the opinions of people who are actually using your products and services?

Danielle Canstello // 19 Feb 2019

3 Reasons Why Enterprises Need the Growing Gig Economy

Companies are finding that, empowered by technology, the gig economy can solve talent, experience, and security challenges in ways that were not possible just a few years ago. One CEO from the call center industry weighs in with his perspective.

Greg Hanover // 29 Jan 2019

Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

Christine Rimer // 18 Jan 2019

So Who’s Really Responsible for the Customer Experience?

The customer experience is more important than ever, but ownership of the experience has never been so ambiguous.

Becky Abraham // 13 Dec 2018
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Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Ian Jacobs // 15 Feb 2019

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Donna Fluss // 14 Feb 2019

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

Leonard Klie // 01 Jan 2019

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Ian Jacobs // 26 Dec 2018
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