-->
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
More

How to Build the Perfect Bot

New developer tools are steering automation creation.

Phillip Britt // 30 Nov 2023

AI Undergoes a Contact Center Expansion

Customer service teams can use full, assisted, or attended automation and should employ all three.

Phillip Britt // 02 Oct 2023

Self-Service Buying Goes Mainstream

B2B shoppers don't want or need salespeople, but you can still meet them on their path to purchase.

Phillip Britt // 02 Oct 2023

The Best CRM Software, Solutions, and Innovators: The 2023 CRM Industry Awards

Our 22nd annual awards recognize the vendors and innovators that shone the brightest in the past year.

the Editors // 31 Aug 2023
ViewPoints
More

Why Contact Center Engagement Needs to Be a Top Priority This Holiday Season

Agents provide one of the few human touchpoints customers have when reaching out to a company, and leaders should ensure that agents are empowered to provide the best experience possible.

Simon Gough // 05 Dec 2023

How Generative AI Is Enhancing Customer Service and the Contact Center

Gen AI will fundamentally change how contact centers are operationally designed and managed.

Claudio Rodrigues // 28 Nov 2023

The Tech Trend Shaping the Holiday Travel Experience

In this modern age of "fast and convenient" air travel, real-time information and assistance can make or break a passenger's experience.

Rob McDougall // 15 Nov 2023

The Future of CX: How AI-driven Conversation Intelligence Is Revolutionizing CRM

Generative AI can gather and process vast amounts of unstructured data and efficiently turn that into easily understandable and actionable insights.

Cullen Davidson // 02 Nov 2023
News
Insight
Columns
More

Real-Time Guidance: Practical AI Tools for Contact Center Agents

The ability to analyze live conversations as they occur helps the customer and employee experience.

Donna Fluss // 13 Nov 2023

VR Training Is Replacing Traditional Sales and Customer Service Training

This new training paradigm benefits employees, customers, and the bottom line.

Barton Goldenberg // 20 Nov 2023

Three Contact Center Resolutions for 2024

New year, new queue! Here's how to make 2024 better for customers and agents alike.

Christina McAllister // 29 Nov 2023

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.

Christina McAllister // 19 Sep 2023
Case Studies
Reports & Research
Best Practices Series
Buyer's Guide Partners