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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

When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

The Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

ViewPoints

To Get Maximum Benefit From Your CRM, Don’t Overlook These Capabilities

Like anything else, CRM solutions are only as effective as the way you use them, and not all sales teams are fully exploiting the technology's features.

How Are CRM and $100 Trillion in Economic Value Connected?

Digital transformation is expected to create enormous value in the coming years, so now's the time to shift to digitizing processes and operations and help your organization support rapid change and innovation.

The Top 4 Fears Salespeople Face—and How to Overcome Them

Salespeople are often their own worst enemy, building up fears of obstacles that don't really exist. But if they face their fears, they can overcome them and be the stronger for it.

Drive Customer Engagement Results With Customized, Flexible Communications

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service.

Columns

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

Buyer's Guide Partners