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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

Field Service Goes High Tech Amid the Pandemic

Advances allow for remote service delivery and better customer interactions

For Contact Centers, Going Remote Wasn’t Easy, but Opportunities Emerged

Companies looking to continue with work-from-home models need to continue focusing on security, quality assurance, and training

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

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Chat Translation Helps Open the Door to Global Customers

Foreign language chat technology allows you to converse with customers in different languages without the need to employ a team of linguistic experts, saving your business time, money and effort while opening the door to countless opportunities across the globe.

Service Is the New Flagship Storefront

Here is why and how you should transform your customer service center into a flagship storefront that generates revenue, customer satisfaction, and trust.

The Data Impacting CX and Growth That Chief Digital Officers Are Missing

Customer experience, revenue, and costs are impacted by not having a digital returns approach, as the absence of true returns data means that many retailers do not have an end-to-end view of their business.

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

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Five Long-Term Business Lessons the Pandemic Taught Us

Here's what companies must address to thrive amid uncertainty.

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.

Is It Knowledge Management’s Time?

Institutional knowledge at your fingertips is a big plus right now.

Contact Center WFO Remains Healthy, Despite the Pandemic

But to thrive moving forward, WFO needs to go beyond the contact center.

Buyer's Guide Partners