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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

Tips for Driving Customers to Self-Serve

Make self-service options readily available, easy to use, and valuable.

Voice AI Becomes a Moneymaker

Hospitality outlets can now take advantage of voice ordering to increase revenue and retention.

Social Re-Emerges as a Customer Service Channel

AI is making social support more of a viable option this time around.

Tips to Ensure Service Reps Can Access the Info They Need

Modern contact center intelligence means agents are better informed and interactions move quickly.

ViewPoints

Is ‘I Thought YOU Were Handling That!’ Costing Your Team?

These moments waste your team's time, damage customer relationships, and slowly erode the trust that keeps your organization functioning.

How to Avoid the Customer Experience Cliff

When automation displaces so many human roles, CX quality takes a nosedive. The key is to define clear, human-centric strategies for implementing AI.

How Agentic AI Creates More Space for Human Connection in Sales

Curiosity, empathy, and active listening have always been at the heart of great customer experiences. Now, they matter more than ever.

The Future of Hospitality: Bridging Physical Touchpoints With CRM Systems

Integrating kiosks with CRM infrastructure is not simply a tech upgrade—it's a strategic investment in guest engagement, operational efficiency, and competitive differentiation. 

Columns

Will AI Replace Contact Center Agents?

The notion of using technology to shrink contact centers has come up repeatedly through the years.

Voice AI Is Fueling Serious Investment Interest

VCs see exciting opportunities for the technology in the B2C and B2B sectors.

AI Goldfish or AI Dolphin—Which One Is Your Organization Ready to Be?

Beware of memory scars from past attempts to leverage AI.

Meet the New (Customer) Bot, (Not) the Same as the Old Bot

Companies will need a way to verify that a bot is acting with consent.

Buyer's Guide Partners