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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 2020 CRM Industry Awards

Our 19th annual awards recognize the vendors that shone the brightest during the past year.

The Best CRM Software and Solutions: The 2020 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in sales, marketing, and customer service.

Seven Top Innovating CRM Companies for 2020: The CRM Rising Star Awards

These vendors provide the products, services, and integrations that add up to innovation in sales, marketing, and customer service.

The Best Contact Center Infrastructure: The 2020 CRM Industry Leader Awards

ViewPoints

How COVID-19 Is Reshaping the Contact Center Industry

High call volumes and a shift to remote work are among the challenges faced by customer service organizations. Here's how they've responded.

8 Reasons Why Sales Leaders Should Bet Big on AI-Fueled Sales and Marketing

Now is the time to invest in growth. Companies that act with urgency can capture the market share that will surge as demand returns.

3 Questions to Ask Your Conversational AI Vendor

Conversational assistants are becoming key components of customer engagement strategies. Here's how to find one that's right for you.

1-800-TEXT: Enable Your Toll-Free Number for SMS

Toll-free numbers need to go beyond voice to provide new competitive advantages for businesses while improving the customer experience.

Columns

Big Changes, a New Format, but Similar Results

This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.

Companies Have Built Up CX Equity. Here’s How They Should Use It

A reservoir of goodwill will be critical to bringing back customers once the crisis passes

Stop Trying to Make Us All Productive

Instead of hyper-focusing on productivity, companies must also consider their workers' well-being

Post-COVID-19, Contact Centers Should Reinvent Themselves

The pandemic has sped up changes that were overdue

Buyer's Guide Partners