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Customer Service/Call Centers/Contact Centers > Viewpoints

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.

Can AI Mitigate Quiet Quitting in the Contact Center?

Solutions and technologies available to contact centers can help their agents find the work-life-balance that quiet quitters seek out.

Engagement Blueprinting: How Your Company Can Leverage Service Design

This service design framework takes a journey management approach, mapping the end-to-end experiences of customers, employees, and partners to identify the areas that demand attention.

How to Avoid Being Canceled by Customers: Properly Preparing CX Departments

Some of the situations retailers are facing are unavoidable, such as supply chain issues and labor shortages. But how brands respond is fully within their control.

A Marketer’s Guide to the Customer Life Cycle

To establish loyal customer relationships, marketers must understand every part of the customer life cycle and how to communicate with customers at each stage.

Customer Success Teams, It’s Time to Take Credit for Expansion Revenue

How your customer success org can (and should) get attribution for expansion revenue.

4 Ways Healthcare Orgs Can Turn Contact Centers into Insight Centers

Using conversational data, organizations can assess social needs across communities and improve health outcomes.

Composable Customer Success: The Key to Being Nimble During Economic Uncertainty

Composable CS empowers you to quickly create, iterate, and scale to meet your customer's ever-changing needs—and position your company for immediate and long-term growth. Part two of a two-part series.

Building Brand Ambassadors: How to Boost CX Through Employee Empowerment

Brands and retailers alike will spend huge amounts on digital advertising and sponsored influence posts to promote their business, but too often they overlook the most valuable influencers already on their payrolls.

Is It the End of the Cold Call?

Is cold calling a dated sales tactic, or does it just need a little extra heat?

3 Areas Where Good Chatbot Design Can Strengthen Customer Relationships

Not only can chatbots dramatically shorten wait times and expediently route customers where they need to go, they can reduce the time and workload burden for human employees and free them up to handle more complex interactions.

Customer Success: The Secret to Growth During Economic Uncertainty

The ability to grow now depends on having loyal customers—and not wasting time and money to find new clients during economic uncertainty. CS is the secret to unlocking this growth. Part one of a two-part series.

Most Chatbots Are Mediocre, and Marketers Should Intervene

Designers should ally with marketers who understand the importance of creating experiences that deliver the ease, effectiveness, and emotional resonance that keeps customers coming back.

5 Surefire Tactics to Reduce SaaS Customer Churn

Customer churn, if not tracked, can prove to be a silent killer for SaaS businesses. Here are some strategies for reducing it.

Christmas in July: Planning the Holiday CX Strategy

Too early? Not this year; because of rising prices and continuing supply chain issues, retailers expect a longer, flatter holiday shopping season. Here's how to prepare.

Sales Engagement: How the Rules Have Changed

Software-as-a-service is, by definition, an ongoing relationship, meaning that sales reps need to take on a much more active role as cloud computing becomes more and more dominant.

From Mad Men to the Metaverse: How Sales Enablement Automation Empowers Today’s Sellers

In an evolving market environment, organizations should embrace change rather than avoid it by adopting sales enablement automation that delivers the buying experience of the future.

3 Ways Digital Transformation Is Driving Customer Experience

Digital transformation is revolutionizing customer service, leading to great customer and employee experiences.

Why VoC and CX Cannot Be One-Size-Fits-All

Companies have to take all stakeholders into account and remember that all voice aren't equal. But they can't solicit feedback from customers just for the sake of compiling a report. Customers have to know they've been heard.

Empathy as a Business Tool: Thinking From the Customer’s Perspective

Sometimes what truly keeps customers happy and coming back is emphasizing—and empathizing with—their needs.

Relationship Marketing and the Art of the Post-Purchase Marketing Funnel

The sell doesn't end after the sale. Here's what agencies should do to keep customers engaged and invested in their products.