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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.

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When It Comes to Texting, Companies Need to Strike a Balance

Texting is a viable business communications tool, but inefficiencies still abound

Paul Korzeniowski // 28 Oct 2019

The Meandering Path from IVRs to IVAs

Opportunities abound for emerging voice intelligence solutions, but companies need to be mindful about what the systems can and cannot deliver

Paul Korzeniowski // 01 Oct 2019

Strategies to Keep Revenue from Slipping Away

Revenue leakage happens, but you can limit just how much is lost

Mary Shacklett // 01 Oct 2019

Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

the Editors of CRM magazine // 26 Aug 2019
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To Get Maximum Benefit From Your CRM, Don’t Overlook These Capabilities

Like anything else, CRM solutions are only as effective as the way you use them, and not all sales teams are fully exploiting the technology's features.

Denis Kostusev // 08 Nov 2019

How Are CRM and $100 Trillion in Economic Value Connected?

Digital transformation is expected to create enormous value in the coming years, so now's the time to shift to digitizing processes and operations and help your organization support rapid change and innovation.

Katherine Kostereva // 01 Nov 2019

The Top 4 Fears Salespeople Face—and How to Overcome Them

Salespeople are often their own worst enemy, building up fears of obstacles that don't really exist. But if they face their fears, they can overcome them and be the stronger for it.

Tara Bryant // 29 Oct 2019

Drive Customer Engagement Results With Customized, Flexible Communications

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service.

Jay Patel // 15 Oct 2019
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To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

Ian Jacobs // 28 Oct 2019

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

Donna Fluss // 28 Oct 2019

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

Leonard Klie // 11 Nov 2019

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

Maxie Schmidt-Subramanian // 28 Oct 2019
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