CRM in Customer Service and Contact Centers – Articles, Analysis, and News

How to Get Lasting Benefits from Temporary Employees

As temp workers become permanent fixtures in contact centers, how you treat them matters

Sam Del Rowe // 01 Jun 2018

'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

Sam Del Rowe // 01 May 2018

The 2018 CRM Service Awards

Our 15th annual recognition of innovation and success in customer service

the Editors of CRM magazine // 01 Apr 2018

The 2018 CRM Service Leaders

Our 15th annual recognition of innovation and success in customer service

the Editors of CRM magazine // 01 Apr 2018

3 Ways Amazon Has Raised the Bar on Customer Experience

Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.

Joey Coleman // 04 Apr 2018

The 4 Personalities of Digital Transformation—and How to Cater to Them

Here are five best practices to help reach all of your digital customers, from the tech-obsessed to the tech-reluctant.

Ori Faran // 27 Mar 2018

The 4 Elements of Real-Time Customer Engagement

To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.

Jeff Nicholson // 20 Mar 2018

4 Clear Benefits of a Strong Data Governance Policy

All parts of your business understand the importance of data, so now everyone—from IT to sales and marketing to customer service—should take responsibility for it.

Kevin McGirl // 23 Jan 2018