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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

Customer Success Platforms Enable Hyper-Personalization

New marketing tech provides a pathway to better one-to-one outreach.

How to Advance Self-Service with the Latest Generative AI Bots

Customer self-service is better today, but it takes effort to use it successfully.

Analytics Move to the Hiring Process

Tools emerge to ensure incoming contact center agents have the right attributes.

The Best CRM Software, Solutions, and Innovators: The 2025 CRM Industry Awards

Our 24th annual awards recognize the vendors and innovators that shone the brightest in the past year.

ViewPoints

The Rise of AI Twins: Why Agentic Automation Will Put the CR Back In CRM

AI will finally fulfill the 30-year-old promise that CRM is the enterprise connection to the customer.

4 Ways Corporate Call Centers Are Using AI Today

Executives experiencing AI FOMO should take heed to the AI projects that are succeeding.

Agentic AI Is Revolutionizing How Companies Interact With Customers

Agentic AI is redefining customer experience by enabling autonomous, real-time, and personalized interactions at scale.

The Domino Effect: Why Your CRM Must Capture Every Customer Moment

Miss one customer moment in your CRM, and the domino effect can cost you loyalty, efficiency, and revenue.

Columns

If the Fast Lane Is Self-Service Bots, Then the Slow Lane Is Stewardship

Will customer support in which human agents take ownership of issues become a luxury good?

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

AI ‘Exponentials’ Will Rule the World

Highly effective tiny teams will be nimbler than the legacy behemoths.

AI Alone Can’t Do It All

Humans still need to be in the loop. Plus: We fondly remember a visionary colleague.

Buyer's Guide Partners