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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.

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Voice AI Joins the CRM Conversation

Integrating voice technology, conversational AI, and CRM systems can vastly improve the customer journey.

Phillip Britt // 01 Oct 2024

The Best CRM Software, Solutions, and Innovators: The 2024 CRM Industry Awards

Our 23rd annual awards recognize the vendors and innovators that shone the brightest in the past year.

the Editors // 03 Sep 2024

The Best CRM Software and Solutions: The 2024 CRM Industry Leader Awards

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 // 03 Sep 2024

Five Top Innovating CRM Companies for 2024: The CRM Conversation Starters

These vendors kept the industry abuzz with products, services, and integrations that add up to innovation in sales, marketing, and customer service.

the Editors // 03 Sep 2024
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How to Balance AI and Authenticity in ABM Marketing

Build a partnership with AI, one that deepens (not derails) the carefully orchestrated relationship with customers.

Nikki Candito // 18 Nov 2024

One of the Big Retail CX Trends of 2024? Staff Friendliness

Technology advancements and digital channels often dominate the conversation, but business leaders shouldn't overlook the power of human connection.

Miika Mäkitalo // 05 Nov 2024

Driving Customer Loyalty: Three Guiding Principles That Work

We all love a working and profitable relationship with our customers. But what's your plan for when things get bumpy?

Colin Murphy // 28 Oct 2024

Crisis-Proof Your Brand: The CMO-Led Playbook for Protecting the Customer Experience

As more companies face the challenge of managing modern crises, it's clear chief marketing officers have a critical role to play.

Jessica Shapiro // 25 Oct 2024
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The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

Donna Fluss // 12 Nov 2024

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.

Christina McAllister // 09 Oct 2024

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

Donna Fluss // 03 Oct 2024

Conversational Interfaces: Gimmick or Gateway?

We have to keep questioning the tech we adopt, not just for its flash but for its function.

Christina McAllister // 13 Aug 2024
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