-->
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.

The 3 Dos and 3 Don’ts of Successful Customer Onboarding

Avoidable customer churn is costing businesses over $136 billion a year, and the main reason customers leave in the first year is because they never got value from your product in the first place. They fail to launch.

With Contact Centers Going Remote, Data Security Must Be a Priority

Data theft is a real threat to the finance, product development, and human resource departments of large organizations. The unique vulnerability of contact centers, especially with remote agents, means that data security needs to be urgently addressed.

How AI Is Reimagining the Customer Experience

Customers know that AI-driven tools exist for personalizing the experience because they encounter the technology everywhere they go online: Amazon, Netflix, Spotify, etc. Fortunately, organizations of all sizes can use AI-driven tools to power their customer experience and compete in the big leagues.

Customer Value Management: Filling the Value Gap in CRM Tools

Salespeople are always asked about the value customers get from their product or service, but getting to the answer is hard work. CVM can streamline and automate those efforts, letting you quantify the value of each relationship you have.

4 Ways Speech Analytics Can Build the Contact Center of the Future Right Now

To stay ahead in this challenging market, contact centers are turning to speech analytics technology to analyze customer interactions and ensure compliance at every step of the customer journey.

Conversational Mobile Messaging Can Personalize Engagement—and Build Brand Equity

Brands need to interact with diverse customers across many platforms and make those interactions more personable and efficient, not to mention superior to those of their competitors—and conversational messaging is the latest frontier to maximize that engagement.

Chat Translation Helps Open the Door to Global Customers

Foreign language chat technology allows you to converse with customers in different languages without the need to employ a team of linguistic experts, saving your business time, money and effort while opening the door to countless opportunities across the globe.

Service Is the New Flagship Storefront

Here is why and how you should transform your customer service center into a flagship storefront that generates revenue, customer satisfaction, and trust.

The Data Impacting CX and Growth That Chief Digital Officers Are Missing

Customer experience, revenue, and costs are impacted by not having a digital returns approach, as the absence of true returns data means that many retailers do not have an end-to-end view of their business.

5 Key Customer Loyalty and Engagement Trends for 2021

Now is the time to anticipate and strategize for the post-pandemic changes in outlook and behaviors.

Deep Customer Insights: The Key to Building Excellent Products

To get the right products to market, faster, companies need to leverage every customer conversation and interaction they have.

As CX Leaders Learn to Adapt, Here Are 4 Lessons to Keep in Mind

While it's easy to be overwhelmed by all the change, it is also an opportunity to go back to the basics and refocus efforts as we look to and plan for a new and forever-changed 2021.

How to Build a Customer-Centric Culture

Is CRM enough about the customer? We have entered the age of hyper-personalization, and customers expect us to engage them in their preferred way.

Customer Service’s New Role: Value Enhancement

It's no longer good enough to dissuade customer disloyalty. Customer service should strive to increase customer loyalty, by bringing something more than issue resolution to the table.

Top Contact Center Priorities for 2021, the Year of Recovery

Contact centers are making the right moves to sustain themselves for the long-term. (Featured on SmartCustomerService.com.)

What Every Retailer Needs to Know About Live Chat in 2020 (and Beyond)

The ongoing pandemic means that e-commerce is booming, and so is live chat—because if customers on your website have questions or concerns, they don't want to wait for email.

The Key to Successful CX? One-to-One Engagement

Here are four critical factors companies should consider as they strive to personalize engagement and achieve customer experience excellence.

The Key to E-Commerce Success: Blending Artificial Intelligence with Intelligent (Human) Agents

As the pandemic has accelerated the shift to online selling, artificial intelligence (AI) and the intelligent agent (IA) must complement each other—with automation segueing into customer care by human agents.

How to Sustain Excitement for Your Digital Transformation Journey

As part of longer-term planning, you have to address the human factors that come with new technology implementations, including how to keep employees engaged after the initial excitement has worn off.

COVID-19 Has Forced a Pivot to Digital-First. Here’s How Companies Adapt

Nearly every organization has been impacted by the 2020 digital transformation rush. Those that have not made moves to adapt stand to lose market share to competitors, suffer customer retention and loyalty fallout, and even face potential bankruptcy.