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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

Natural Language Works with More Than IVRs

Companies with high interaction volume can look to natural language understanding to help with the surge.

Tips for Battling Bias in AI-Based Personalization

Being aware of human flaws could lessen the chance of them becoming damaging technology flaws

Engagement Hubs Put Customers at the Center

CEH technology emerges to connect multiple customer-facing systems.

Marketers Move to Chart Journeys in Real Time

Speed becomes an essential element of customer journey analytics.

ViewPoints

The 3 Dos and 3 Don’ts of Successful Customer Onboarding

Avoidable customer churn is costing businesses over $136 billion a year, and the main reason customers leave in the first year is because they never got value from your product in the first place. They fail to launch.

With Contact Centers Going Remote, Data Security Must Be a Priority

Data theft is a real threat to the finance, product development, and human resource departments of large organizations. The unique vulnerability of contact centers, especially with remote agents, means that data security needs to be urgently addressed.

How AI Is Reimagining the Customer Experience

Customers know that AI-driven tools exist for personalizing the experience because they encounter the technology everywhere they go online: Amazon, Netflix, Spotify, etc. Fortunately, organizations of all sizes can use AI-driven tools to power their customer experience and compete in the big leagues.

Customer Value Management: Filling the Value Gap in CRM Tools

Salespeople are always asked about the value customers get from their product or service, but getting to the answer is hard work. CVM can streamline and automate those efforts, letting you quantify the value of each relationship you have.

Columns

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

Contact Centers’ Road Map to Success in the New Normal

The pandemic helped companies discover unforeseen and valuable possibilities

Why Customer Service Is Getting Weird, and What You Can Do About It

Frustrated customers want to be listened to. But that culture of engagement doesn't just happen.

Buyer's Guide Partners