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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.

Features

Contact Centers See a New Focus on Onshoring

Foreign contact centers, once the darlings of the industry, have lost some of their appeal.

AI-Powered Dashboards Give Employees and Supervisors Real-Time Insight

The advent of work-from-home contact centers has spawned a tech revolution in operations management.

CRM Special Report: Vertical Markets Spotlight

A roundup of the CRM innovation taking place in eight important sectors.

CRM in Education: Vertical Markets Spotlight

Personalizing outreach across all life stages.

ViewPoints

It’s Time to Make AI More Human

Outlasting the AI hype means making AI more human.

Supercharging Personalization with CX AI

AI enables companies to know customers as individuals and tailor their journeys.

Generative AI Ushers in Retail’s New Era

New generative AI tools still need plenty of development, but their ultimate potential could revolutionize retail customer engagement.

Prepare In-Store Employees for Tough Shoppers and Situations

The unexpected is now more expected than ever, and retailers should provide adequate training, establish clear policies, and make it easy for employees to collaborate across teams to prepare them for aggressive shoppers.

Columns

Change Is Mandatory. Stress Is Optional

We were built for change, but why is it so hard to embrace?

When Did Customer Success Stop Being Successful?

Cracking a mystery of modern revenue optimization.

When AI Is Ready, Will You Be?

The human touch will become a rare opportunity for differentiation.

Generative AI Is Everywhere, but Will Consumers Ever Fully Understand It?

Due to distrust and a lack of understanding, consumer adoption of genAI is lagging.

Buyer's Guide Partners