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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

Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

Marchex Rolls into the Sales Parade: The 2019 CRM Rising Star Awards

The analytics provider makes a foray into sales

Spalding Scores Big Gains with Salesforce: A CRM Elite Customer Awards Case Study

The sports equipment giant expands its digital business with cloud technology

Hottest Trends and Companies in Customer Service, Marketing, and Sales: The CRM Top 100

CRM presents its inaugural list of the 100 leading vendors in customer relationship management.

ViewPoints

3 Ways in Which AI is Relevant for SMBs

AI technology may seem inconsequential or out of reach, but today's plethora of connected data means that SMBs can profitably use artificial intelligence with their CRM systems.

Introducing Digital 'Advisory Services': A New Way to Use Visual Engagement to Drive Revenue

Longtime staples of the contact center, visual engagement tools like screen sharing represent a new digital channel for efficiently selling products and services, deepening customer relationships, and growing revenue.

4 Ways to Deputize Customers as Brand Ambassadors

When customers are satisfied and successful, they'll share positive impressions with their peers, translating into incredibly valuable word-of-mouth advertising for your company.

Why You Should Not Overlook SMS as a Customer Care Tool

It's the most popular form of communication, so why isn't it a bigger part of your customer service strategy?

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Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

6 Steps for Creating and Leveraging a Digital Assessment

Here's how to ready your organization for digital leadership

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Buyer's Guide Partners