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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.

Why VoC and CX Cannot Be One-Size-Fits-All

Companies have to take all stakeholders into account and remember that all voice aren't equal. But they can't solicit feedback from customers just for the sake of compiling a report. Customers have to know they've been heard.

Empathy as a Business Tool: Thinking From the Customer’s Perspective

Sometimes what truly keeps customers happy and coming back is emphasizing—and empathizing with—their needs.

Relationship Marketing and the Art of the Post-Purchase Marketing Funnel

The sell doesn't end after the sale. Here's what agencies should do to keep customers engaged and invested in their products.

Why You Need a 360-Degree Customer View

Brands that can maintain a 360-degree view of customers are able to thrive in the new data-driven climate and provide a superior customer experience.

The Real Truth About Partnering with Customers

What is it to partner with a customer? What does it require and what does it produce? These are increasingly vital questions to ask and answer in today's complex world and business environment.

5 Factors for Balancing Automation and the Human Touch for Superior CX

It's a question of balance: Navigating properly between automation and the human touch can create impactful customer experiences at scale.

Why Your Business Needs a CX Shakeup, Stat

Customer and company perceptions still don't match up.

AI’s Untapped Potential for CRM—and Why It Starts With IT

AI for CRM has evolved in a huge way, and it's time for IT to know about it.

CRM Integration Equals Better Cross-Team Collaboration

Having an integrated CRM will reduce organizational silos, save time, and provide in-depth customer understanding across teams. Plus, 4 key business areas to focus on first.

How Augmented Reality Is Shaping the Future of In-Person Service

Augmented reality is enabling field service technicians around the world to work more efficiently, whether in the field or remote.

4 Best Practices for Knowing Your Customers as Well as They Know You

A decade of investment in customer engagement solutions has not paid off for most businesses. In fact, things have gone backwards. Here's why and how to fix it.

5 Reasons Why Customer Service Is a (Often Missed) Path for Marketing Conversions

Customer service is the core function that truly moves customers to promoters. There needs to be more strategic thinking about what customer support can be.

Using Data, AI, and Customer Engagement to Create the Total Experience

Information-driven systems can bring the complete customer experience into existence by connecting every dot of data and putting it right at the fingertips of your employees—sales teams, marketing teams, support teams, operations, developers, and more.

AI Can Help Contact Centers Address the Talent Shortage

From automation to outsourcing, companies must fortify their business with much-needed resources to maintain and thrive in this new economy.

4 Ways AI Can Improve the Customer Service Agent Experience

It's more important than ever for companies to improve the agent experience to reduce turnover going into 2022. Recent advancements in artificial intelligence could help.

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.

Three Customer Experience Goals for 2022

Forget 2022 predictions. CX teams need goals to adjust to modern customer expectations. (Featured on SmartCustomerService.com.)