CRM in Customer Service, Call Centers, and Contact Centers

Social Re-Emerges as a Customer Service Channel

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

Phillip Britt // 30 May 2025

Tips to Ensure Service Reps Can Access the Info They Need

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

Erik J. Martin // 28 Apr 2025

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2025 CRM Top 100

CRM magazine presents its seventh annual rundown of the leading companies and hottest trends in customer relationship management.

the Editors // 01 Apr 2025

The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service

Expectations rise for AI in the contact center world.

Phillip Britt // 01 Apr 2025

The Tariffs Effect: 5 Steps to Turning Disruption into an Opportunity to Strengthen Customer Relationships

Forward-looking leaders should view this moment not as a threat but as a window for building stronger, more resilient customer connections.

Sid Banerjee // 28 May 2025

Support Agents with AI on Customer Support Day

Companies should include intelligent solutions in their customer support offerings to help agents along. (Featured on SmartCustomerService.com.)

20 May 2025

Why Customer-Centric Brands Are Looking Beyond Satisfaction Scores

In a landscape where consumers rarely give second chances, real-time behavioral intelligence is becoming the new foundation for exceptional customer experience.

Jean-Christophe Pitié // 20 May 2025

Debunking Four of the Most Common Misconceptions About Contact Centers

AI won't replace human agents; more technology doesn't always mean better CX; customer don't only want digital channels, and the human element remains critical for customer satisfaction. (Featured on SmartCustomerService.com.)

14 Mar 2025