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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

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Location Becomes Less Important in Outsourcing Decisions

Despite a push to repatriate contact center jobs, companies are placing other considerations above country.

Tips for Protecting Against Retail Cyberattacks

Keeping retail data networks safe is an all-hands-on-deck endeavor.

ViewPoints

Fraud Is a Revenue Problem and Your CRO Should Own It

Fraud is more than just a security failure; it is a revenue leak. Companies need to start treating it that way.

5 Reasons AI Is Underperforming in CX, and How to Fix It

While the problem is often framed as a technology issue—a limitation of models, tools, or algorithms—that diagnosis falls short of the complete picture.

How to Be a Truly Customer-Driven Organization

Becoming genuinely customer-driven requires more than good intentions.

How AI Enables Smarter Service for Manufacturers

Getting manufacturers on board with AI doesn't have to be a struggle. What it does require is the right foundation.

Columns

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Bots Get Agency, You Get Monitored

The machine gets to be the agent. The person gets to be the backup plan.

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