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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.

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.

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?

Five Steps to Business Intelligence Success

Contact center recordings have a wealth of information, but few companies are using them properly. (Featured on SmartCustomerService.com.)

How Automation Can Give Us Back Our Empathy

To make chatbots better at customer interactions, take them away from the IT team. (Featured on SmartCustomerService.com.)

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.