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Customer Service/Call Centers/Contact Centers > Insight

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.

5 Tips for Digital-First Customer Service

Companies can no longer operate siloed digital channels, Forrester stresses.

Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Customer-Obsessed Companies Pull in 2.5 Times More Revenue

Higher profits, customer retention, and employee engagement follow CX initiatives, Forrester finds.

Tips for Building a Continuous Loyalty Program

Rewards have to offer a differentiated customer experience, Forrester Research urges.

‘Reimagined’ Consumers Have New Priorities

Accenture finds that post-COVID consumers value different things.

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.

CX Doesn’t Have to Be So Expensive

Customer service costs rose during the pandemic, but now it's time to get back into savings mode.

Chat Adds to Retail Success

Consumers patronize companies that offer chat on their websites.

Required Reading: Trustworthy Companies Focus on These Three Things

Here's how organizations can earn trust, loyalty, and respect.

Third-Party Messaging Offers Customer Service Opportunities

Businesses can meet consumers where they are by adding messaging apps to their channel mix.

Companies Still Not Unifying Customer Engagement Channels

Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic

Digital CX Tops Retail Priorities for 2021

RCP survey highlights the importance of holistic customer experience improvement

Required Reading: Breaking Down Conversational Artificial Intelligence

Conversational AI has been around for a while, but it's rarely been clearly explained until now

What’s in Store for CRM in 2021?

Here's what the industry predicts will happen.

Experience Takes New Meaning Amid Changing Consumer Behavior

Companies that refocus operations through the lens of experience outperform industry peers, Accenture finds

In 2021, Loyalty Shouldn’t Be Assumed

COVID fatigue is breeding intolerance for CX shortfalls, Experian finds

Four Keys to Unified Customer Service Governance

Customer service assets function better when they're centrally managed

Dynamic Customer Engagement Is a Business Imperative

Companies increase metrics with proactive customer service outreach

Contact Center Fraud Sees a COVID-Induced Spike

Forrester report warns against a growing use of IVRs to commit fraud

Pandemic Highlights Need for Intelligent Routing

Better routing will decrease call waiting and handling times as consumer patience wanes