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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.

To Get Maximum Benefit From Your CRM, Don’t Overlook These Capabilities

Like anything else, CRM solutions are only as effective as the way you use them, and not all sales teams are fully exploiting the technology's features.

How Are CRM and $100 Trillion in Economic Value Connected?

Digital transformation is expected to create enormous value in the coming years, so now's the time to shift to digitizing processes and operations and help your organization support rapid change and innovation.

The Top 4 Fears Salespeople Face—and How to Overcome Them

Salespeople are often their own worst enemy, building up fears of obstacles that don't really exist. But if they face their fears, they can overcome them and be the stronger for it.

Drive Customer Engagement Results With Customized, Flexible Communications

Today's business communications must be able to infuse the customer experience with the perfect blend of technology-driven intelligent interactions and personalized service.

An Introduction to Sentiment Analysis, the Next Great Customer Experience Tool

This technology can help classify customers' moods based on their reaction, reviews, or other input, enabling you to make the adjustments that will keep your customers happy and coming back.

Humans, Not Bots, Will Convert Browsers Into Buyers

If you want to effectively engage with browsers and convert them into customers, you need to connect them with the right people—people who already appreciate and love your brand and use your products every day.

How AI Helps Small Businesses Edge Out Larger Competitors

AI lets you personalize services, devote the necessary attention to qualified leads, and plan your marketing efforts to speak to people on a deeper level.

3 Ways in Which AI is Relevant for SMBs

AI technology may seem inconsequential or out of reach, but today's plethora of connected data means that SMBs can profitably use artificial intelligence with their CRM systems.

Introducing Digital 'Advisory Services': A New Way to Use Visual Engagement to Drive Revenue

Longtime staples of the contact center, visual engagement tools like screen sharing represent a new digital channel for efficiently selling products and services, deepening customer relationships, and growing revenue.

4 Ways to Deputize Customers as Brand Ambassadors

When customers are satisfied and successful, they'll share positive impressions with their peers, translating into incredibly valuable word-of-mouth advertising for your company.

Why You Should Not Overlook SMS as a Customer Care Tool

It's the most popular form of communication, so why isn't it a bigger part of your customer service strategy?

Want to Go Beyond Customer Satisfaction? Here are 4 Principles You Need to Know

To boost customer loyalty and advocacy, you need a customer feedback program that gives you the insight and depth to improve.

Turn Customer Service Calls into Enterprise Knowledge Graphs

Knowledge graphs make speech recognition and text analytics immediately accessible, enabling real-time customer interactions that can maximize business objectives and revenues.

The Case for Having Human, Not Robot, Customer Support 24/7

Of course, not every business can promise live support around the clock, but all can strive for more personalized service.

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.