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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 Best CRM Software, Solutions, and Innovators: The 2022 CRM Industry Awards

Our 21st annual awards recognize the vendors and innovators that stood out from the crowd during the past year.

The Best CRM Software and Solutions: The 2022 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Five Top Innovating CRM Companies for 2022: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Contact Center Infrastructure: The 2022 CRM Industry Leader Awards

ViewPoints

Five Collaboration Strategies to Power Your CX Transformation

What do successful CX functions do differently? Build coalitions around core business competencies.

Composable Customer Success: The Key to Being Nimble During Economic Uncertainty

Composable CS empowers you to quickly create, iterate, and scale to meet your customer's ever-changing needs—and position your company for immediate and long-term growth. Part two of a two-part series.

Building Brand Ambassadors: How to Boost CX Through Employee Empowerment

Brands and retailers alike will spend huge amounts on digital advertising and sponsored influence posts to promote their business, but too often they overlook the most valuable influencers already on their payrolls.

Is It the End of the Cold Call?

Is cold calling a dated sales tactic, or does it just need a little extra heat?

Columns

How Artificial Intelligence Is Transforming CX

Contact center systems were long overdue for a major refresh. AI is obliging.

IVAs: Self-Service Solutions that Work

It's time to give the customers what they want.

How Should Metaverse Pioneers Organize Their Efforts?

Don't be late to the party or, worse, end up missing the opportunity altogether.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

Buyer's Guide Partners