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

Customer Service Considers a Wage Increase

Agent attrition is still a major concern for contact center operators, but pay is just one issue

Influential Leaders in CRM: The CRM Market Awards 2018

Join us in recognizing their achievements

The CRM Rising Stars Awards: Six Top Innovating CRM Companies for 2018

These vendors provide the products, services, and integrations that add up to innovation

Worldwide Customer Service Takes Cultural Sensitivity

Maintaining a high standard of customer service across geographic boundaries is a tall order. Here's what companies need to know

ViewPoints

5 Best Practices to Keep Your Best Customers

Retailers need to look at analytics and life-cycle-based treatment recommendations to predict, plan for, and grow these crucial relationships.

Stop Trusting Third Parties with Your Customer Experience

Customer loyalty and brand identity can be put at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience.

Why Small Businesses Need a Complete CRM

An integrated platform can save SMBs money and lead to stronger ROI and a better customer experience.

The Sales-Customer Relationship Needs Clear Give-and-Take

What should be a mutually beneficial relationship can turn into a mutually suspicious relationship—unless both sides understand the rules.

Columns

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

Automating Customer Service Means Striking a Balance

Too much automation can leave customers feeling put off

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Buyer's Guide Partners
  • Aspect Software
  • bpm’online
  • Convergys
  • eGain Corporation
  • Genesys
  • iEnterprises
  • Melissa
  • NICE
  • NICE inContact
  • Radial
  • Really Simple Systems
  • Soffront Corporation
  • Squelch
  • TeamSupport LLC
  • TeleNotes CRM Inc.
  • Verint® Systems
  • X2CRM