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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

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

CRM presents its inaugural list of the 100 leading vendors in customer relationship management.

The Top Customer Service Trends: Building Better Service Beyond Voice

Artificial intelligence is making it possible to personalize customer care

The CRM Top 100 Companies in Customer Service, Marketing, and Sales

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

ViewPoints

The Case for Having Human, Not Robot, Customer Support 24/7

Of course, not every business can promise live support around the clock, but all can strive for more personalized service.

4 Reasons Why Contact Centers Need a Strong CRM Strategy

By funneling all customer information into a rich database, companies can simplify interactions—both for the people they serve and the ones they employ.

How Retail Is Being Revolutionized with AI

AI-driven software has embedded itself into a number of retail processes, from inventory management to customer service, and its use is only expected to expand further in the future.

Digital Process Automation: Harmonizing the ‘Digital Inside’ with the ‘Digital Outside’

DPA, also known as intelligent automation (IA), enables you to design and deliver processes built for the digital world, ones that place the customer—and the outcomes they desire—at the center of every journey.

Columns

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

Buyer's Guide Partners