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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

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

Voice Biometrics Are Not 100 Percent Foolproof, but Steadily Improving

The technology has holes, but is more efficient than traditional password security.

Productivity Tools Advance to Assist Remote Workforces

Contact centers now have a wide assortment of tools to help agents work more efficiently, no matter where they are.

ViewPoints

Why VoC and CX Cannot Be One-Size-Fits-All

Companies have to take all stakeholders into account and remember that all voice aren't equal. But they can't solicit feedback from customers just for the sake of compiling a report. Customers have to know they've been heard.

Empathy as a Business Tool: Thinking From the Customer’s Perspective

Sometimes what truly keeps customers happy and coming back is emphasizing—and empathizing with—their needs.

Relationship Marketing and the Art of the Post-Purchase Marketing Funnel

The sell doesn't end after the sale. Here's what agencies should do to keep customers engaged and invested in their products.

Why You Need a 360-Degree Customer View

Brands that can maintain a 360-degree view of customers are able to thrive in the new data-driven climate and provide a superior customer experience.

Columns

Contact Centers: The Next Big Thing

Yes, really. But why are software vendors jumping on the contact center train?

The Cloud Contact Center Land Grab Is on

The future is in the cloud, and CCaaS vendors are battling to stand out.

Six Myths About Design, and Four Ways to Overcome Them

Too many companies are in the dark about what design is, who should be involved, and how to do it well.

Communication Is Essential for CX

Often overlooked, communication strategies are necessary to drive action.

Buyer's Guide Partners