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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

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2025 CRM Top 100

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

The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service

Expectations rise for AI in the contact center world.

The Top Sales Trends and Technologies for 2025: Thanks to AI, Sales Roles and Platforms See an Expansion

New technologies, processes, and duties require a training and onboarding overhaul.

Noise Cancellation Advances with AI

Contact center interactions are getting clearer with new technologies.

ViewPoints

Debunking Four of the Most Common Misconceptions About Contact Centers

AI won't replace human agents; more technology doesn't always mean better CX; customer don't only want digital channels, and the human element remains critical for customer satisfaction. (Featured on SmartCustomerService.com.)

5 Tips for Effective Contact Center Quality Assurance

Ensure consistent, high-quality service that strengthens customer loyalty and drives growth.

Combating Robocall Threats in Contact Centers

Here's how to fortify your outbound communications in the AI age.

The Top 5 Nearshore CX Outsourcing Destinations for 2025

Population-dense offshore locations might become less desirable.

Columns

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

Smart Glasses and the Future of CRM

Sci-fi shopping experiences are right around the corner.

CCaaS: What to Assess Before You Invest

Contact center-as-a-service is a highly competitive market with 200-plus global vendors aggressively vying for business.

In Memory of an Apostrophe: Is the Customer’s Experience Gone Forever?

It's time to remember who actually owns the experiences customers have with you.

Buyer's Guide Partners