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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.

Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

How to Provide Superior Customer Service With LLMs

Using machine learning and large language models, companies can help customers with their current—and future—needs.

Why Contact Center Engagement Needs to Be a Top Priority This Holiday Season

Agents provide one of the few human touchpoints customers have when reaching out to a company, and leaders should ensure that agents are empowered to provide the best experience possible.

How Generative AI Is Enhancing Customer Service and the Contact Center

Gen AI will fundamentally change how contact centers are operationally designed and managed.

The Tech Trend Shaping the Holiday Travel Experience

In this modern age of "fast and convenient" air travel, real-time information and assistance can make or break a passenger's experience.

The Future of CX: How AI-driven Conversation Intelligence Is Revolutionizing CRM

Generative AI can gather and process vast amounts of unstructured data and efficiently turn that into easily understandable and actionable insights.

4 Key Trends Sparking M&A Activity in the Contact Center Industry

Here is what's motivating contact center companies to look at mergers & acquisitions beyond the goal of scaling their businesses.

A Sales Secret: Don’t Wait to Talk—Really Listen

What makes a successful salesperson isn't the ability to talk but rather the ability to understand customers' needs.

AI Is Ushering in a New Era of Customer Service: Autonomous Service

When AI is in charge of the initial customer engagement, handling routine tasks and resolving more requests, customer service agents are freed up to intervene in complex or emotional cases requiring a human touch.

The Value of Moving AI and Analytics to the Front Office

Various forms of AI and descriptive and predictive analytics have been used in the back office for decades, and we're now seeing them being brought into the front office to power personalization in customer engagement.

4 Ways to Show You’re Dedicated to Customer Happiness

Delight customers, drive business growth, and foster lasting loyalty by prioritizing appreciation, honesty, responsiveness, and ease of experience.

Customer Experience: Today’s Most Crucial KPI

If leadership decides to establish customer experience as a key performance indicator, the next question becomes: "How do you measure it?"

High-Growth U.S. Startups Are Missing a Big Revenue Driver: Localization

Use AI to Empower Agents, Not Replace Them

Don't add new channels and technologies without considering how it impacts your frontline agents.

How Technology Is Fueling a Change in Mindset About Workforce Management

By creating next-level employee experiences, contact centers are moving from micromanagement to agent empowerment.

How to Reimagine Customer Service and Support

Very few organizations today look holistically at methods to remove the demand by simplifying user experiences, helping build better products, or improving policy and procedures. Simply put, something has to change.

4 Ways to Build Customer Loyalty and Value via Digital Content

With consumers' digital experiences driving more sales, a unified approach to digital content can strengthen omnichannel experiences, attracting new customers while building the loyalty and lifetime value of existing ones.

Generative AI and the Contact Center: Embracing the Next AI Revolution to Augment CX

If companies integrate generative AI correctly into their contact centers, they'll meaningfully improve the customer experience (CX), boosting customer satisfaction, loyalty, and revenue.

The Evolving Landscape of Contact Centers: Embracing Technology and Empowering Employees

Processes for constant improvement, flexibility, and change management need to be baked into every aspect of contact center operations.

Almost Half of Customer Service Reps Think Tech Will Replace Them. Here’s Why

The fear of being replaced is not related to the number of rep enablement capabilities a rep interacts with in their job.