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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.

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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 Top Sales Trends and Technologies for 2025: Thanks to AI, Sales Roles and Platforms See an Expansion

New technologies, processes, and duties require a training and onboarding overhaul.

Phillip Britt // 01 Apr 2025
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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

5 Tips for Effective Contact Center Quality Assurance

Ensure consistent, high-quality service that strengthens customer loyalty and drives growth.

Sara Wakefield // 26 Feb 2025

Combating Robocall Threats in Contact Centers

Here's how to fortify your outbound communications in the AI age.

Jim Tyrrell // 23 Jan 2025

The Top 5 Nearshore CX Outsourcing Destinations for 2025

Population-dense offshore locations might become less desirable.

Lafayette Moran // 17 Jan 2025
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Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Leonard Klie // 05 May 2025

With CX, There’s a Disconnect Between Expectations and Reality. AI Can Help

The technology offers a way forward, but not without detailed planning.

Donna Fluss // 17 Apr 2025

Why AI Agents Are Booming and the Real Challenges Behind the Hype

The possibilities are exciting, but the path to a successful AI rollout isn't all smooth sailing.

Danny Estrada // 25 Apr 2025

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

Rick Parrish // 23 Apr 2025
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