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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

Tips for Driving Customers to Self-Serve

Make self-service options readily available, easy to use, and valuable.

Voice AI Becomes a Moneymaker

Hospitality outlets can now take advantage of voice ordering to increase revenue and retention.

Social Re-Emerges as a Customer Service Channel

AI is making social support more of a viable option this time around.

Tips to Ensure Service Reps Can Access the Info They Need

Modern contact center intelligence means agents are better informed and interactions move quickly.

ViewPoints

Secure Your Agentic AI Implementations Now

Agentforce can save time by taking actions in your org but requires careful security considerations, including user-defined guardrails and toxicity detection to prevent costly errors.

The Agentic AI Design Paradigm: Reshaping How We Build Software

The shift to agentic AI design requires developers and organizations to rethink their approach to building digital experiences fundamentally.

The Tariffs Effect: 5 Steps to Turning Disruption into an Opportunity to Strengthen Customer Relationships

Forward-looking leaders should view this moment not as a threat but as a window for building stronger, more resilient customer connections.

Support Agents with AI on Customer Support Day

Companies should include intelligent solutions in their customer support offerings to help agents along. (Featured on SmartCustomerService.com.)

Columns

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

Buyer's Guide Partners