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

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

Social Customer Care Requires Compassion

Companies can't rely solely on canned responses. Some interactions require a human touch

Best Customer Service Software, Solutions, and Leaders: The 2019 CRM Service Awards

Our 16th annual recognition of innovation and success in customer service

Best Customer Service and Contact Center Software and Solutions for 2019: The CRM Service Leaders Awards

Our picks for the top customer service and call center solutions. The 16th annual CRM Service Awards recognizes the leading companies in customer service.

ViewPoints

How Retail Is Being Revolutionized with AI

AI-driven software has embedded itself into a number of retail processes, from inventory management to customer service, and its use is only expected to expand further in the future.

Digital Process Automation: Harmonizing the ‘Digital Inside’ with the ‘Digital Outside’

DPA, also known as intelligent automation (IA), enables you to design and deliver processes built for the digital world, ones that place the customer—and the outcomes they desire—at the center of every journey.

3 Ways to Deepen the Relationship Between You and Your Customers

Customers, particularly younger ones, aren't simply interested in products and services; they want to see that brands will stand up for shared values.

5 Keys for Creating a Customer Survey, and 1 Big Tip for Implementing It

Listening to what your customers have to say is critical, and so is organizing that feedback so that it reaches the right sets of ears.

Columns

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Buyer's Guide Partners