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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

The Best CRM Software, Solutions, and Innovators: The 2023 CRM Industry Awards

Our 22nd annual awards recognize the vendors and innovators that shone the brightest in the past year.

The Best CRM Software and Solutions: The 2023 CRM Industry Leader Awards

Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

Five Top Innovating CRM Companies for 2023: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Enterprise CRM Software and Solutions: The 2023 CRM Industry Leader Awards

ViewPoints

AI Is Ushering in a New Era of Customer Service: Autonomous Service

When AI is in charge of the initial customer engagement, handling routine tasks and resolving more requests, customer service agents are freed up to intervene in complex or emotional cases requiring a human touch.

The Value of Moving AI and Analytics to the Front Office

Various forms of AI and descriptive and predictive analytics have been used in the back office for decades, and we're now seeing them being brought into the front office to power personalization in customer engagement.

4 Ways to Show You’re Dedicated to Customer Happiness

Delight customers, drive business growth, and foster lasting loyalty by prioritizing appreciation, honesty, responsiveness, and ease of experience.

Customer Experience: Today’s Most Crucial KPI

If leadership decides to establish customer experience as a key performance indicator, the next question becomes: "How do you measure it?"

Columns

An Insider’s Guide to Navigating Customer Service

Some tips and tricks I've learned, both through personal and professional experience.

AI: The Future Brain of Contact Centers

Contact centers are highly complex, and they need lightning-fast decision makers.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

A Call for Boldness in Customer Service

Can you dare to be so good you make yourself obsolete?

Buyer's Guide Partners