CRM in Customer Service, Call Centers, and Contact Centers

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Erik J. Martin // 23 Jan 2026

Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025

Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health.

Phillip Britt // 01 Dec 2025

5 Mistakes Companies Make When Defining a North Star for CX

These missteps can lead to misaligned teams, delayed execution, and negative customer outcomes.

Britt Mills // 12 Feb 2026

Agentic CX & Commerce: The Next Frontier of AI-Driven Engagement

Agentic commerce does more than allow businesses to meet customers where they are; it actually acts for the buyer.

Bhaskar Dhawan // 10 Feb 2026

How Unified Customer, Employee, and Partner Journeys Will Reduce CX Friction in 2026

Companies pulling ahead will share a common trait: They'll no longer treat customer experience, employee experience, and partner experience as separate disciplines.

Vladimir Sterescu // 06 Feb 2026

The Calabrio/Verint Consolidation: Opportunity and Outlook

Execution will determine whether the Calabrio/Verint consolidation becomes a market-shaping success for Thoma Bravo or a gateway for new AI-native WEM entrants. (Featured on SmartCustomerService.com.)

Donna Fluss // 30 Jan 2026