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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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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
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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

It’s Time to Reemphasize the Critical Importance of CX

Poor service isn't just a reputational risk. It's a direct and measurable threat to profitability.

Jennifer Lee // 29 Jan 2026

Why Bridging AI-to-Human Support Will Define CX in 2026

In 2026, customer experience leaders will stop debating AI versus human support and start competing on how seamlessly they can connect the two.

David Karandish // 27 Jan 2026

Did Holiday Traffic Unwrap your Experience Debt?

It's time for a debrief: Did your customers feel an experience debt, one that will be paid by you in the form lost loyalty and revenue?

Jonathan Moran // 21 Jan 2026
News
Insight
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Moving Customer Awareness to Adoption in 2026

Messaging can have a big impact on customer outcomes.

Nancy Jamison // 26 Jan 2026

The State of CCaaS: Power Platforms in a Shifting Market

These solutions are integral CX infrastructure, but companies want flexibility and future-proofing.

Donna Fluss // 23 Jan 2026

When AI Gets Smarter, Agents Get Burnout

Uncovering the hidden challenges of AI-driven customer service.

Riccardo Pasto // 22 Jan 2026

Branded Calling Is a Welcome Addition, but It Can’t Stop There

Combatting fraud requires a multivector approach, a point on which even branded-calling providers can agree.

Leonard Klie // 28 Jan 2026
Case Studies
Reports & Research
Buyer's Guide Partners