Customer Service/Contact Centers

CRM helps organizations deliver exceptional customer service and support. Good CRM tools and strategies enable contact centers and customer support teams to be their most effective and ensure that all customer inquiries end with the best possible outcome. Explore our latest news, analysis, and advice for customer service and contact center professionals.


How to Get Lasting Benefits from Temporary Employees

As temp workers become permanent fixtures in contact centers, how you treat them matters

'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

The 2018 CRM Service Awards

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Leaders

Our 15th annual recognition of innovation and success in customer service


3 Ways Amazon Has Raised the Bar on Customer Experience

Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.

The 4 Personalities of Digital Transformation—and How to Cater to Them

Here are five best practices to help reach all of your digital customers, from the tech-obsessed to the tech-reluctant.

The 4 Elements of Real-Time Customer Engagement

To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.

4 Clear Benefits of a Strong Data Governance Policy

All parts of your business understand the importance of data, so now everyone—from IT to sales and marketing to customer service—should take responsibility for it.


The Dawning of a New Era in CRM (Magazine)

‘Willkommen, bienvenue, welcome…fremde, etranger, stranger!'

Cloud Contact Center Solutions Continue Upward Trajectory

There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.

This Month, It’s All About the Data

Companies can no longer afford to be so cavalier with valuable customer information

Last Call

Our beloved Pint of View columnist toasts the end of an era.

Buyer's Guide Partners
  • Aspect Software
  • bpm’online
  • Cogito Corp.
  • Convergys
  • eGain Corporation
  • eLoyalty, a TeleTech company
  • Genesys
  • Melissa
  • NICE
  • NICE inContact
  • Radial
  • Soffront Corporation
  • Squelch
  • TeamSupport LLC
  • TeleNotes CRM Inc.
  • Verint® Systems
  • X2CRM