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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Worldwide Customer Service Takes Cultural Sensitivity

Maintaining a high standard of customer service across geographic boundaries is a tall order. Here's what companies need to know

Sam Del Rowe // 01 Jul 2018

How to Get Lasting Benefits from Temporary Employees

As temp workers become permanent fixtures in contact centers, how you treat them matters

Sam Del Rowe // 01 Jun 2018

'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'

Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions

Sam Del Rowe // 01 May 2018

The 2018 CRM Service Awards: The Top Customer Service Software, Technology, and Leaders

Our 15th annual recognition of innovation and success in customer service

the Editors of CRM magazine // 01 Apr 2018
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5 Questions to Ask When Scaling an E-Commerce Business

To ensure you're scalabe and profitable down the road, you need to have your strategies and tools in place now.

Chris Lueck // 20 Jul 2018

3 Ways Amazon Has Raised the Bar on Customer Experience

Customers across industries now expect a better overall experience thanks to Amazon, and here are a few ways your business can follow their lead.

Joey Coleman // 04 Apr 2018

The 4 Personalities of Digital Transformation—and How to Cater to Them

Here are five best practices to help reach all of your digital customers, from the tech-obsessed to the tech-reluctant.

Ori Faran // 27 Mar 2018

The 4 Elements of Real-Time Customer Engagement

To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.

Jeff Nicholson // 20 Mar 2018
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It’s a Small World, But It’s Still a Big Deal

There are many considerations and plenty of questions that need to be asked before spreading out across the planet.

Leonard Klie // 01 Jul 2018

Contact Center Management Is Both an Art and a Science

A lot of skill is required, but even the most talented manager has to rely on data

Donna Fluss // 01 Jul 2018

Government IT Should Adopt a CX Approach

A great customer experience for citizens starts with a better employee experience for federal workers

Matt Guarini // 01 Jul 2018

10 Traits of Effective CX Leaders

What does it take to lead a customer experience team?

Patrick Gibbons // 01 Jul 2018
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