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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Meet Customers with Messaging

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

Cloud Contact Centers Are More Than Hype

Experts agree that cloud-based contact centers are now for real, but so are the deployment challenges

Customer Service Considers a Wage Increase

Agent attrition is still a major concern for contact center operators, but pay is just one issue

Influential Leaders in CRM: The CRM Market Awards 2018

Join us in recognizing their achievements

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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.

The Holiday Shopping Season Is Critical. Retailers Should Make It Less Critical

A smart, omnichannel, subscription-based approach that emphasizes customer relationships over transactional tactics, and converts customers' goodwill into recurring revenue, can keep the holiday cheer going year-round. Plus: five retailers show how.

3 Keys to Using Chatbots for Customer Engagement, not Aggravation

Chatbots can provide great value to both your customers and your business—but not if they lead too often to frustrating experiences.

4 Ways Retailers Can Maximize Their Holiday Sales

With online shopping only getting more popular, the in-store experience has to be up to the high expectations of today's customers.

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I’m Giving You Good Information. Use It!

Knowing which leads to call and which ones to avoid is valuable data

Smarter Bots Mean Greater Innovation, Productivity, and Value

Robotic process automation is allowing companies to re-imagine and re-invest in all aspects of their businesses

With Customer Experience, ‘Good’ and ‘Consistent’ Aren’t Always the Same Thing

Experiences that lead to happy customer outcomes can yield less-than-ideal business outcomes

Virtual Agents Hear What You Say. Do They Know What You Mean?

Deciphering intent is best left to humans, who have a hard enough time with it

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