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

Influential Leaders in CRM: The CRM Market Awards 2018

Join us in recognizing their achievements

The CRM Rising Stars Awards: Six Top Innovating CRM Companies for 2018

These vendors provide the products, services, and integrations that add up to innovation

Worldwide Customer Service Takes Cultural Sensitivity

Maintaining a high standard of customer service across geographic boundaries is a tall order. Here's what companies need to know

How to Get Lasting Benefits from Temporary Employees

As temp workers become permanent fixtures in contact centers, how you treat them matters

ViewPoints

Why Small Businesses Need a Complete CRM

An integrated platform can save SMBs money and lead to stronger ROI and a better customer experience.

The Sales-Customer Relationship Needs Clear Give-and-Take

What should be a mutually beneficial relationship can turn into a mutually suspicious relationship—unless both sides understand the rules.

For Retailers, AI Is the Customer Care X-Factor

Turning comments and sentiment into structured data that generates requires a balance of human intelligence and artificial intelligence.

5 Questions to Ask When Scaling an E-Commerce Business

To ensure you're scalable and profitable down the road, you need to have your strategies and tools in place now.

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Knowledge Management Is Poised to Keep Companies Informed and Efficient

Artificial intelligence, increases in self-service, and a younger workforce all point to a bigger role for KM solutions

Why No One Wants the Job You’re Offering

Amazingly, we have more jobs than we have people to fill them. What is happening?

Real-Time Analytics Provides ‘Quality Assurance’—and Privacy Concerns

Those QA recordings can also be recording your emotional state. Should they be opt-in?

Contact Center Management Is Both an Art and a Science

A lot of skill is required, but even the most talented manager has to rely on data

Buyer's Guide Partners
  • Aspect Software
  • bpm’online
  • Convergys
  • eGain Corporation
  • Genesys
  • iEnterprises
  • Melissa
  • NICE
  • NICE inContact
  • Radial
  • Really Simple Systems
  • Soffront Corporation
  • Squelch
  • TeamSupport LLC
  • TeleNotes CRM Inc.
  • Verint® Systems
  • X2CRM