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Customer Service/Call Centers/Contact Centers > Columns/Departments

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.

Don’t Let Fear Deter CX Investments in 2025

It is indeed possible to reduce operational complexity and overhead without compromising CX quality (thanks, AI).

Transforming Contact Centers with AI: Lessons Learned and Key Takeaways

Here's some guidance on your AI journey.

AI's Dual Role in Transforming Knowledge Management

KM solutions both harness and are empowered by artificial intelligence,

CX Differentiation Will Be Easier Than Ever In 2025

The low-hanging fruit of easy CX wins has been picked, but 2025 offers a silver lining for bold CX leaders.

A Backstage Pass to Technology Evaluations

New year, new…set of enterprise initiatives.

Some (Near) Year-End Customer Service Reflections

'Tis the season to not leave money on the table.

AI’s Powerful Impact on CRM

AI is already revolutionizing sales, marketing, and customer service.

The CCaaS Market Sees Growing Pains and Changing Dynamics

Many waves of opportunity are ahead for CCaaS providers.

Expect Change in the CRM Industry in 2025 and Beyond

If there's one thing that's certain, it is that the long-term outlook for the CRM market remains positive.

GenAI: Reaping the Benefits and Navigating the Challenges

The technology is well on its way to being a contact center fixture.

Your Customers Don’t Care about Efficiency Metrics

A focus on cost reduction can shortchange your contact center.

Conversational Interfaces: Gimmick or Gateway?

We have to keep questioning the tech we adopt, not just for its flash but for its function.

Applying AI Successfully to Customer Service

Manage the challenges, realize the benefits.

GenAI Is Revolutionizing Conversation Analytics

The solutions can uncover deeper insights, operationalize findings, and generate improvements to the CX and EX.

Marketing Campaigns Need an Enablement Advantage

A focus on employee experience, enablement, and engagement is a top marketing priority.

Data Headlines Our 2024 Awards

None of the solutions we celebrate can work without data that is current, relevant, and accurate.

CRM, AI, and Technology Investment: Too Much of a Good Thing?

Despite the countless dollars companies are spending on AI, the quality of the experiences they provide to customers continues to decline.

A Practical Approach to GenAI in the Contact Center

Start slowly with the technology—but definitely start.

Meet the New ROI for AI Projects: Return on Transformation Investment (RTI)

Quantifying success in AI projects requires new techniques for measurement.

Contact Center Analysts Aren’t Immune from Baffling Service Experiences

Knowing exactly where a company went wrong doesn't lessen the frustration.