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.

On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element

Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed

Required Reading: Making Sense of Irrational Loyalty

The right response to a crisis can lead to rabid devotion

AI Driving Growth, Efficiencies in Contact Centers, NICE Speakers Affirm

NICE proves it's all-in with artificial intelligence at its annual users' conference

Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

Companies Fail to Meet Expectations Across Channels

A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found

The Post-Purchase Experience Is Essential to Retaining Customers

A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience

Required Reading: Competing on Customer Experience Requires a 'Growth IQ'

Companies still need to put customers first to grow their revenue

Unified Commerce Is Essential to Meeting Customer Expectations

BRP identifies five areas that retailers need to work on to develop a unified experience

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

Gig Economy Has Contact Center Potential

Customer communities can be a fruitful source of freelance customer service workers

Despite Technological Advancements, Live Agents Are More Crucial Than Ever

Technologies such as IVR are able to address straightforward questions, leaving the complex ones for agents to handle

Required Reading: Businesses Should Ask Would You Do That to Your Mother?

Company leaders need to focus on what it takes to make Mom proud, and do likewise.

Companies Face a Consumer Trust Crisis

As identity fraud hits an all-time high, the burden is shifting to companies to protect customer data

Personalization Efforts Suffer from Data Issues

While identity theft is definitely on the rise, consumer awareness of the risk has seen a comparable increase, and companies' attempts at personalization might be the ultimate victims.

Customers Prefer Agents to Automation

The most satisfied callers get help from friendly, articulate, knowledgeable human beings

Required Reading: Avoid Dealing with Difficult Customers

Some customers are just worth letting go, regardless of their monetary value.

Emotion and Management Are Key to CX Success

Companies need to deliver emotionally positive experiences and use CX management

RPA Has Its Upsides

Robotic process automation has been found to increase operational efficiency and reduce costs

There’s Untapped Value in Voice Biometrics

Identification and verification technologies can help companies improve customer experience and mitigate security threats