Customer Service/Call Centers/Contact Centers

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.


Expect GenAI to Take on Customer-Facing Roles

As large language models expand and generative AI technology advances, experts see a greater role in customer service.

How to Build the Perfect Bot

New developer tools are steering automation creation.

AI Undergoes a Contact Center Expansion

Customer service teams can use full, assisted, or attended automation and should employ all three.

Self-Service Buying Goes Mainstream

B2B shoppers don't want or need salespeople, but you can still meet them on their path to purchase.


Generative AI Will Redefine Crucial Work Skills, but It Can’t Replace Human Expertise

GenAI signals new possibilities, and it's inevitable that certain tasks will be automated. But humans won't be replaced; instead, their roles will be elevated.

How to Provide Superior Customer Service With LLMs

Using machine learning and large language models, companies can help customers with their current—and future—needs.

Why Contact Center Engagement Needs to Be a Top Priority This Holiday Season

Agents provide one of the few human touchpoints customers have when reaching out to a company, and leaders should ensure that agents are empowered to provide the best experience possible.

How Generative AI Is Enhancing Customer Service and the Contact Center

Gen AI will fundamentally change how contact centers are operationally designed and managed.


Cultivating Employee Satisfaction and Engagement

Studies show the factors that can reduce attrition in the contact center; it's just a matter of implementing them.

Thanks to AI, the CCaaS Sector Comes on Strong

Although sales cycles are slower, companies are buying.

CX Pros Will See a Year of Post-Pandemic Push-Pull

With genAI on tap, 2024 will bring plenty of customer experience opportunities (and pitfalls).

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

Buyer's Guide Partners