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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

Bots Are Good, but They Can’t Do It Alone

The best bots know when and how to hand off complex requests to humans.

A Road Map for Creating a Winning Mobile App

Why companies need a mobile app today and how to create one.

The Best CRM Software, Solutions, and Innovators: The 2021 CRM Industry Awards

Our 20th annual awards recognize the vendors that shined the brightest during the past year.

The Best CRM Software and Solutions: The 2021 CRM Industry Leader Awards

Our top five picks in 10 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.

ViewPoints

3 Ways to Move From Customer Service to Customer Care

Companies recognize that customer service representatives can be key brand ambassadors for their customers, so they're beginning to emphasize quality over quantity.

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional?

Customer experience expert Jon Picoult explores whether teams should create exceptional, loyalty-enhancing moments for customers—or simply make it effortless for customers to do business with them.

Better Customer Experiences Make a Bigger Impact Than You Might Think

Companies that offer too-complicated experiences to customers could be leaving a lot of revenue on the table.

4 Tips for Setting Up AI Solutions for CX Success

Companies looking to capitalize on RPA and chatbots sometimes fail to take customer feedback and expectations into account and optimize the automation they have in place, leading to bot sprawl. Here's how to avoid it.

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The Contact Center Agent Hiring Gap

The difficultly in hiring agents worsened during the pandemic because many companies didn't have the procedures in place to hire remote employees—and it's getting worse now with agents being asked to return to the office

Eight Steps to Successfully Integrate VR-XR-AR into Your CRM Efforts

Virtual reality, mixed reality, and augmented reality will be game changers for sales, marketing, and customer service.

Four Reasons for Combining CX and EX

Customer and employee experiences are intertwined, and the programs for each should be too.

Is Near-Real-Time Machine Translation Nearly Here?

Believe it or not, we might yet overcome the fall of the Tower of Babel.

Buyer's Guide Partners