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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

Is Social Customer Care Ready for a Comeback?

Customer service over social channels failed once, and it still needs work in version 2.0.

Conversational AI Moves from Service to Selling

Long a contact center staple, conversational intelligence is moving into sales, and there's lots of money on the table.

Emotion Detection in Marketing Is About to Go Mainstream

Technology to detect and analyze emotional states has advanced significantly in the past year alone.

As Contact Centers Become More Complex, Testing Grows in Importance

Tools to optimize customer service operations have grown in scale and depth of functionality.

ViewPoints

The CX Leader's Evolution and Business Impact

The new customer experience officers will come from within the organization, operators who understand how a company's technology, data, and design choices will lead to a better understanding of customers.

5 CRM Tips for Winning Over Your Customers

Here's how to elevate customer service, sales, and the rest of your business operations.

How Hyper-Personalization Can Recession-Proof Your Business

Organizations need a hyper-personalization strategy to meet customers where they are and give them consistent, omnichannel experiences that offer true value.

3 Tips for Providing 24/7 Customer Service

Customers are king. To keep them loyal, you should give them the best customer service 24/7.

Columns

Some CRM Advice for the New Congress

Consumer privacy and security should become big priorities.

Interaction Analytics Helps Companies Hear their Customers

These solutions can be a company's eyes and ears on both customers and employees.

2023: A Year of Reckoning for CX Programs

CX programs that help companies restart the CX growth engine—and have the data to prove it—will thrive, despite corporate belt tightening.

Creating Customer Experiences That Amaze (and Don’t Suck)

There are many ways to craft—or undermine—a thrilling CX.

Buyer's Guide Partners