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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

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

CRM magazine presents its sixth annual rundown of the leading companies and hottest trends in customer relationship management.

The Top Customer Service Trends and Technologies for 2024: In Customer Service, AI Is Everywhere

Generative, conversational, predictive, and multimodal are among the AI flavors.

Contact Centers See a New Focus on Onshoring

Foreign contact centers, once the darlings of the industry, have lost some of their appeal.

AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight

The advent of work-from-home contact centers has spawned a tech revolution in operations management.

ViewPoints

Celebrating Diversity in Customer Management Teams

By integrating diversity recognition programs, organizations celebrate the unique contributions of their team members and cultivate a dynamic workplace culture that drives innovation, enhances customer relations, and fosters a deep sense of inclusivity and respect.

Shipping Is the New Shopping: Transforming a Cost Center into a Competitive Advantage

The cost center approach overlooks the potential of shipping to positively influence customer lifetime value.

Customer Interactions: An Untapped, Overlooked Source of Marketing Insights

Customer interactions are a goldmine of marketing insights that can be unlocked using generative AI.

It’s Time to Make AI More Human

Outlasting the AI hype means making AI more human.

Columns

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Buyer's Guide Partners