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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.

3 Ways to Move From Customer Service to Customer Care

Companies recognize that customer service representatives can be key brand ambassadors for their customers, so they're beginning to emphasize quality over quantity.

The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional?

Customer experience expert Jon Picoult explores whether teams should create exceptional, loyalty-enhancing moments for customers—or simply make it effortless for customers to do business with them.

Better Customer Experiences Make a Bigger Impact Than You Might Think

Companies that offer too-complicated experiences to customers could be leaving a lot of revenue on the table.

4 Tips for Setting Up AI Solutions for CX Success

Companies looking to capitalize on RPA and chatbots sometimes fail to take customer feedback and expectations into account and optimize the automation they have in place, leading to bot sprawl. Here's how to avoid it.

7 Ways to See Your Business From Your Customers’ Perspective

Successful business leaders want to deeply understand the business—its products, employees, and competitors—and experience it as their customers do.

Real-Time Signals Real Customer Value: How Marketers Can Implement AI the Right Way

The difference in an AI solution's ability to gauge context in real-time will determine who wins and loses in today's extremely competitive market. With real real-time technology, companies use propensity models to rank and score customer actions to select the next best action for each individual.

Voice of the Product: Devices Are Talking, and It’s Time We Start Listening

We are missing out on an important part of the equation between a customer and a business: the product. It is time to start giving it a voice.

Building the Cross-Company Customer Experience

Enterprises should not be expected to play the role of middlemen as they hire more and more vendors to address increasing customer experience demands.

Inconsistent Communication Is Costing You Customers. Here Are 5 Ways to Help

Consistency is vital to move the needle on both CSAT and performance. But growing globalization and new, complex trends have compounded the challenge of inconsistency—and multiplied its impact on results. Here's what to do about it.

Here's Why Companies Should Really Be Busting Down Silos

Silos are not without their positives. But the cons greatly outweigh the pros.

How Language Translation Can Help Companies Regain Consumer Trust

By using a blended approach of human translators and AI, organizations can cultivate strong customer trust as the world continues to open back up.

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.

Payment Security Is the Key to Creating Positive Customer Experience

Customers are more likely to do business with companies that they trust to keep their data secure. (Featured on SmartCustomerService.com.)

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.