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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

Saved by Zero (Contact Resolution)

Automation is taking away the need for agents to get involved in many interactions

Where in the World Are Outsourcers Going?

Onshore and nearshore locations see the most contact center growth

Personas Become Key to Successful Marketing

Customer profiles can help reach buyers with precision, but it takes effort

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

ViewPoints

Widespread Social Distancing Puts Remote Work in the Spotlight

Companies have little choice but to institute work-from-home policies in the current crisis. But as the benefits become clear, many firms might choose to stay remote as the rest of the world returns to the office.

Make the Contact Center Your Powerhouse During Uncertain Times

To deliver the best CX during an unprecedented crisis, organizations must leverage technology in the contact center to personalize and optimize every step of the customer journey.

For Contact Centers Confronting the COVID-19 Crisis, Conversational Service Can Provide Relief

Organizations need to balance processing call volume quickly with committing to care for their customers, which means assuaging their fears, understanding their concerns, and ensuring they get the best experience in this difficult time.

Happier Together: 4 Steps for Merging the Customer and Employee Journeys

Despite the growing attention to customer experience, one component is still commonly overlooked: the employees responsible for delivering it. Zippering customer and employee experiences together creates an all-around stronger and more integrated business model.

Columns

To Succeed in Customer Service, Forget the Rule Your Parents Taught You

Why is my preference assumed to be your preference?

Here’s One of the Best Ways to Make Your Customers Happy

Make your agents happy first—and outsourcers demonstrate innovative ways to do that

5 Customer Service Trends That Point to a Promising Future

Leaders finally realize what's best for customers is what's best for the company

Is Your Enterprise Ready for Direct-to-Consumer Business?

The final point of sale in an omnichannel marketplace is shifting

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