CRM in Customer Service, Call Centers, and Contact Centers

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2021 CRM Top 100

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

the Editors // 07 Jul 2021

The Top Customer Service Trends: Digital Channels Overtake Service Options

Despite interactions moving online, the human connection is still vital.

Phillip Britt // 07 Jul 2021

Natural Language Works with More Than IVRs

Companies with high interaction volume can look to natural language understanding to help with the surge.

Phillip Britt // 01 Jun 2021

Tips for Battling Bias in AI-Based Personalization

Being aware of human flaws could lessen the chance of them becoming damaging technology flaws

Phillip Britt // 01 Jun 2021

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.

Tobias Goebel // 27 Jul 2021

Building the Cross-Company Customer Experience

Enterprises should not be expected to play the role of middlemen as they hire more and more vendors to address increasing customer experience demands.

Chip Kahn // 16 Jul 2021

Inconsistent Communication Is Costing You Customers. Here Are 5 Ways to Help

Consistency is vital to move the needle on both CSAT and performance. But growing globalization and new, complex trends have compounded the challenge of inconsistency—and multiplied its impact on results. Here's what to do about it.

Dorian Stone // 09 Jul 2021

Here's Why Companies Should Really Be Busting Down Silos

Silos are not without their positives. But the cons greatly outweigh the pros.

Sumit De // 06 Jul 2021

Reality Check

The Contact Center WFO Market Is Transforming

The story of this market is explained not by the pandemic but by digital transformation and the migration of contact center solutions to the cloud, both of which were accelerated by COVID-19.

Donna Fluss // 04 Aug 2021