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.

4 Reasons Why Contact Centers Need a Strong CRM Strategy

By funneling all customer information into a rich database, companies can simplify interactions—both for the people they serve and the ones they employ.

How Retail Is Being Revolutionized with AI

AI-driven software has embedded itself into a number of retail processes, from inventory management to customer service, and its use is only expected to expand further in the future.

Digital Process Automation: Harmonizing the ‘Digital Inside’ with the ‘Digital Outside’

DPA, also known as intelligent automation (IA), enables you to design and deliver processes built for the digital world, ones that place the customer—and the outcomes they desire—at the center of every journey.

3 Ways to Deepen the Relationship Between You and Your Customers

Customers, particularly younger ones, aren't simply interested in products and services; they want to see that brands will stand up for shared values.

5 Keys for Creating a Customer Survey, and 1 Big Tip for Implementing It

Listening to what your customers have to say is critical, and so is organizing that feedback so that it reaches the right sets of ears.

4 Steps for Integrating Customer Care Automation Into Your Marketing Strategy

Consumers expect real-time, personalized engagement with brands—and brands are going to need customer care automation to provide it.

4 Ways to Grow Your Business with Gifting

When is gifting most impactful, and what type of gift is appropriate? Get started with these four ideas.

Customer Sentiment Analysis: Finding Out How Your Customers Really Feel

Most companies, especially those with SaaS offerings, focus considerable attention on running programs to measure the health of their customers. Yet little is done to organize the data and mold it into a structured and purposeful record of customer sentiment.

Best Practices for Getting the Most Out of Customer Feedback

Your customers have exactly what you need to know about your business. What's better than getting the opinions of people who are actually using your products and services?

3 Reasons Why Enterprises Need the Growing Gig Economy

Companies are finding that, empowered by technology, the gig economy can solve talent, experience, and security challenges in ways that were not possible just a few years ago. One CEO from the call center industry weighs in with his perspective.

Your Customer Feedback Program Needs to Actually Engage with Customers

To build (or rebuild) customer trust and loyalty, companies should respond to feedback in a natural way that makes customers feel heard.

So Who’s Really Responsible for the Customer Experience?

The customer experience is more important than ever, but ownership of the experience has never been so ambiguous.

The Holiday Shopping Season Is Critical. Retailers Should Make It Less Critical

A smart, omnichannel, subscription-based approach that emphasizes customer relationships over transactional tactics, and converts customers' goodwill into recurring revenue, can keep the holiday cheer going year-round. Plus: five retailers show how.

3 Keys to Using Chatbots for Customer Engagement, not Aggravation

Chatbots can provide great value to both your customers and your business—but not if they lead too often to frustrating experiences.

4 Ways Retailers Can Maximize Their Holiday Sales

With online shopping only getting more popular, the in-store experience has to be up to the high expectations of today's customers.

4 Ways Video Can Strengthen Your Bond with Customers

Here's how to harness the benefits of video content to advocate for your customers and aid them in their success.

5 Steps to Get the Agent-AI Blend Right

AI needs to be something that agents accept, not something they fear will replace them. (Featured on SmartCustomerService.com.)

5 Best Practices to Keep Your Best Customers

Retailers need to look at analytics and life-cycle-based treatment recommendations to predict, plan for, and grow these crucial relationships.

Stop Trusting Third Parties with Your Customer Experience

Customer loyalty and brand identity can be put at risk by trusting outsiders to provide what has now become the key element of the customer relationship—the experience.

Why Small Businesses Need a Complete CRM

An integrated platform can save SMBs money and lead to stronger ROI and a better customer experience.