Tools to optimize customer service operations have grown in scale and depth of functionality.
Phillip Britt //
01 Dec 2022
Determining whether companies can trust the next-best-step suggestions AI makes for agents.
Erik J. Martin //
04 Oct 2022
Our 21st annual awards recognize the vendors and innovators that stood out from the crowd during the past year.
the Editors //
01 Sep 2022
Our top five picks in 11 categories point the way forward with the best products and capabilities hitting the market in customer service, marketing, and sales.
the Editors //
01 Sep 2022
The key is knowing the "right" data to gather, to focus on, or to use in decision-making—and using it in a way that ultimately builds and sustains a continued cycle of customer loyalty and growth.
Mica Zuniga //
02 Dec 2022
Solutions and technologies available to contact centers can help their agents find the work-life-balance that quiet quitters seek out.
Caroline Co //
10 Nov 2022
This service design framework takes a journey management approach, mapping the end-to-end experiences of customers, employees, and partners to identify the areas that demand attention.
Sayantan Basu //
18 Oct 2022
Some of the situations retailers are facing are unavoidable, such as supply chain issues and labor shortages. But how brands respond is fully within their control.
Shannon Flanagan //
13 Oct 2022
AI and analytics present a bounty of ways to leverage CRM data across your business.
Danny Estrada //
02 Nov 2022
Heightened customer demand is creating new issues and driving the creation of new tools.
Patrick Gibbons //
24 Oct 2022
Our Last Line columnist delivers his last lines for CRM.
Ian Jacobs //
07 Dec 2022
Companies have learned and are demonstrating that words matter.
Ian Jacobs //
10 Oct 2022