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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

A Road Map for Creating a Winning Mobile App

Why companies need a mobile app today and how to create one.

The Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards

Our 20th annual awards recognize the vendors that shined the brightest during the past year.

The Best CRM Software and Solutions: The 2021 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Six Top Innovating CRM Companies for 2021: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

ViewPoints

4 Tips for Setting Up AI Solutions for CX Success

Companies looking to capitalize on RPA and chatbots sometimes fail to take customer feedback and expectations into account and optimize the automation they have in place, leading to bot sprawl. Here's how to avoid it.

7 Ways to See Your Business From Your Customers’ Perspective

Successful business leaders want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do.

Real-Time Signals Real Customer Value: How Marketers Can Implement AI the Right Way

The difference in an AI solution's ability to gauge context in real-time will determine who wins and loses in today's extremely competitive market. With real real-time technology, companies use propensity models to rank and score customer actions to select the next best action for each individual.

Voice of the Product: Devices Are Talking, and It’s Time We Start Listening

We are missing out on an important part of the equation between a customer and a business: the product. It is time to start giving it a voice.

Columns

The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

Long-Term Customer Loyalty Is Long Gone

Having the best product or service is not enough; loyalty pros need to focus on other factors.

The Employee Exodus (and How to Stop It)

This isn't just about COVID or the fickle desires of the next generation; it's about the future of work itself.

Do You Have Contact Center Stars? Advertise Them

Having high-performing agents should be a selling point for your business.

Buyer's Guide Partners