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 Gig Economy Is Emerging, but Overstated

Most job seekers, even Millennials, still prefer traditional jobs to flexible options

Chat Is the Channel of Choice, For Now

Customers and companies like chat, but that could change as new channels emerge

Meet Customers with Messaging

Customers are using messaging apps, so companies need to adopt them too

Cloud Contact Centers Are More Than Hype

Experts agree that cloud-based contact centers are now for real, but so are the deployment challenges

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Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

So Who’s Really Responsible for the Customer Experience?

The customer experience is more important than ever, but ownership of the experience has never been so ambiguous.

The Holiday Shopping Season Is Critical. Retailers Should Make It Less Critical

A smart, omnichannel, subscription-based approach that emphasizes customer relationships over transactional tactics, and converts customers' goodwill into recurring revenue, can keep the holiday cheer going year-round. Plus: five retailers show how.

3 Keys to Using Chatbots for Customer Engagement, not Aggravation

Chatbots can provide great value to both your customers and your business—but not if they lead too often to frustrating experiences.

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The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

Thanks to AI and RPA, the WFO Market Surges

Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds

It’s Time to Deploy, not Dabble with, Social CRM

Don't miss out on engaging with customers in a meaningful way

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there

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