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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

Noise Cancellation Advances with AI

Contact center interactions are getting clearer with new technologies.

AI Advances Answering Machine Detection

Outbound contact centers see new efficiencies with AI-powered answering machine detection.

Machine Translation Expands CRM Capabilities

Companies have more ways to communicate with international audiences.

The Keys to CRM and Interdepartmental Alignment

Linking CRM systems with internal collaboration platforms is crucial.

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.

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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.

Do We Still Need DEI in Customer Service?

DEI has become a hot-button issue, but diverse workforces remain a source of strength.

Who Are the Agents of Tomorrow?

In an automated contact center, humans will have a role to play. Time to figure out what that is.

Buyer's Guide Partners