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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

Hottest Trends and Companies in Customer Service, Marketing, and Sales: The CRM Top 100

CRM presents its inaugural list of the 100 leading vendors in customer relationship management.

The Top Customer Service Trends: Building Better Service Beyond Voice

Artificial intelligence is making it possible to personalize customer care

The CRM Top 100 Companies in Customer Service, Marketing, and Sales

How to Empower Agents to Become Super Agents

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

ViewPoints

Why You Should Not Overlook SMS as a Customer Care Tool

It's the most popular form of communication, so why isn't it a bigger part of your customer service strategy?

Want to Go Beyond Customer Satisfaction? Here are 4 Principles You Need to Know

To boost customer loyalty and advocacy, you need a customer feedback program that gives you the insight and depth to improve.

Turn Customer Service Calls into Enterprise Knowledge Graphs

Knowledge graphs make speech recognition and text analytics immediately accessible, enabling real-time customer interactions that can maximize business objectives and revenues.

The Case for Having Human, Not Robot, Customer Support 24/7

Of course, not every business can promise live support around the clock, but all can strive for more personalized service.

Columns

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

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

Buyer's Guide Partners