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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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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2024 CRM Top 100

CRM magazine presents its sixth annual rundown of the leading companies and hottest trends in customer relationship management.

the Editors // 08 Jul 2024

The Top Customer Service Trends and Technologies for 2024: In Customer Service, AI Is Everywhere

Generative, conversational, predictive, and multimodal are among the AI flavors.

Phillip Britt // 08 Jul 2024

Contact Centers See a New Focus on Onshoring

Foreign contact centers, once the darlings of the industry, have lost some of their appeal.

Phillip Britt // 31 May 2024

AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight

The advent of work-from-home contact centers has spawned a tech revolution in operations management.

Phillip Britt // 01 May 2024
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Shipping Is the New Shopping: Transforming a Cost Center into a Competitive Advantage

The cost center approach overlooks the potential of shipping to positively influence customer lifetime value.

Guy Ruck // 10 Jul 2024

Customer Interactions: An Untapped, Overlooked Source of Marketing Insights

Customer interactions are a goldmine of marketing insights that can be unlocked using generative AI.

Alex Kvamme // 14 Jun 2024

It’s Time to Make AI More Human

Outlasting the AI hype means making AI more human.

Bryce Maddock // 12 Apr 2024

Supercharging Personalization with CX AI

AI enables companies to know customers as individuals and tailor their journeys.

Barry Cooper // 21 Mar 2024
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CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

Leonard Klie // 12 Jul 2024

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Donna Fluss // 02 Jul 2024

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

R "Ray" Wang // 05 Jul 2024

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.

Christina McAllister // 03 Jul 2024
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