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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.

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

Three Keys to Customer Obsession

Reliability, service, and advocacy keep customers coming back, Forrester finds

Good Customer Service Is Only Half of the Loyalty Equation

Gartner suggests building customer advocacy and wallet share as well

Required Reading: Marketing Without the Filters

How to regain trust, credibility, and customers in the digital world

The Top Five Customer Service Technologies

Analytics and automation are needed to survive the pandemic, Gartner finds

Better Service Requires an Omnichannel Contact Center

A CCW Digital survey highlights the need for companies to offer more outreach channels

Required Reading: AI Has Complete Power Over the Customer Experience

Artificial intelligence and the data fed into it will be the key to good customer service