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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.

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized.

The Workforce Optimization Market Adapts to Ever-Changing Rules of the Road

A rapidly changing business landscape, featuring AI, automation, and employee-centricity, leads to complex customer journeys for vendors and companies alike

Is Net Promoter Score Right for You?

Loyalty and CX are not the same thing

X-Data + O-Data = Better Customer Journeys

Combining experience data and operational data can make a big difference for your customers

To Truly Work, AI Needs to Get Really Personal

Artificial intelligence must do more than reflect back what it thinks it knows about us

The ‘Cost Center’ Notion Must Go (Finally)

Companies claim to be customer-obsessed, but customers themselves feel otherwise. What's not adding up?

The Reality of AI—Once You Get Past the Hype

Artificial intelligence is widely claimed, but practical uses are not widely found just yet

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Speech Recognition Is Not Speech Understanding

Companies and contact centers strive to communicate with customers across countries and languages, but are their efforts getting lost in [machine] translation?

6 Steps for Creating and Leveraging a Digital Assessment

Here's how to ready your organization for digital leadership

Yes, Companies Can Influence Customer Emotion

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

New Workforce Management Transfers Power to Agents

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

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.

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.

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

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

Wake Up and Smell the Data

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

Will Robotic Process Automation Replace Human Workers?

Automation will bring changes that rival those of the Industrial Revolution