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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.

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

New Workforce Management Transfers Power to Agents

With flex staffing, agents can self-serve their way to a better work-life balance

Yes, Companies Can Influence Customer Emotion

How experiences make customers feel is crucial. Ignore that at your own peril.

Conversational AI Should Speak Plainly and Carry a Big Meaning

Highly technical or lawyerly utterances should be eschewed—in other words, lose the jargon

How Do You Define CX Success?

When you put customers at the heart of your decisions, you're bound to succeed

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

Are Grocery Services Profitably Delivering on Customer Experience?

The last mile of direct-to-consumer supply chain is challenging

Wake Up and Smell the Data

How the truth became irrelevant, and what we can do about it

Put Customer Insights at the Center of Business Transformation

Digital transformation initiatives are still giving customers short shrift

How Chatbots Can Create a New Kind of Agent

Conversational AI will change customer service, and humans will still matter

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution

Workforce Optimization Ushers in the Real-Time Contact Center

AI, automation, and analytics are leading to an era of self-service and sophisticated agents

Customer Service Is Everyone’s Responsibility

Companies have to start organizing their culture around putting the customer first

Is Customer Service Ready for the Nonstop Chatter of Messaging Apps?

When the going gets weird, the weird turn pro

Making Field Service Your ‘Promise Engine’

A marriage of people, process, and products

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point