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

Enjoy Your Stay Where Great Customer Service Is Non-Negotiable

A Q&A with Horst Schulze, whose ultra-luxury Capella Hotel Group features an intense focus on personalized service, reflecting its founder's career of putting customers at the center of everything

The Gig Economy Is Emerging, but Overstated

Most job seekers, even Millennials, still prefer traditional jobs to flexible options

Chat Is the Channel of Choice, For Now

Customers and companies like chat, but that could change as new channels emerge

Meet Customers with Messaging

Customers are using messaging apps, so companies need to adopt them too

ViewPoints

Customer Sentiment Analysis: Finding Out How Your Customers Really Feel

Most companies, especially those with SaaS offerings, focus considerable attention on running programs to measure the health of their customers. Yet little is done to organize the data and mold it into a structured and purposeful record of customer sentiment.

Best Practices for Getting the Most Out of Customer Feedback

Your customers have exactly what you need to know about your business. What's better than getting the opinions of people who are actually using your products and services?

3 Reasons Why Enterprises Need the Growing Gig Economy

Companies are finding that, empowered by technology, the gig economy can solve talent, experience, and security challenges in ways that were not possible just a few years ago. One CEO from the call center industry weighs in with his perspective.

Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

Columns

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Buyer's Guide Partners