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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

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

Co-Browsing Gains as a Service Tool

COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions

ViewPoints

What Every Retailer Needs to Know About Live Chat in 2020 (and Beyond)

The ongoing pandemic means that e-commerce is booming, and so is live chat—because if customers on your website have questions or concerns, they don't want to wait for email.

The Key to Successful CX? One-to-One Engagement

Here are four critical factors companies should consider as they strive to personalize engagement and achieve customer experience excellence.

The Key to E-Commerce Success: Blending Artificial Intelligence with Intelligent (Human) Agents

As the pandemic has accelerated the shift to online selling, artificial intelligence (AI) and the intelligent agent (IA) must complement each other—with automation segueing into customer care by human agents.

How to Sustain Excitement for Your Digital Transformation Journey

As part of longer-term planning, you have to address the human factors that come with new technology implementations, including how to keep employees engaged after the initial excitement has worn off.

Columns

Value, Not Volume: The New Bar for Good Marketing

The coming revolution in marketing is not simply a matter of increasing and improving use of digital channels. It rests on a better and better-integrated understanding of customers.

Customer Experience in the Post-Pandemic World

It's time to move ahead and not wait for things to go back to "normal," because the meaning of normal has changed, and consumers' expectations have been permanently altered.

2021: The Year Customer Service Embraces Empathy

Customer service has always had something of an identity crisis. But that could be about to change.

We Don’t All Want to Work From Home

Efficiency goes up, but does employee happiness?

Buyer's Guide Partners