-->
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
More

Customer Success Platforms Enable Hyper-Personalization

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

Linda Pophal // 01 Oct 2025

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.

Phillip Britt // 01 Oct 2025

Analytics Move to the Hiring Process

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

Phillip Britt // 01 Oct 2025

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.

the Editors // 02 Sep 2025
ViewPoints
More

4 Ways Corporate Call Centers Are Using AI Today

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

Bing Wu // 21 Oct 2025

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.

John Yoho // 16 Oct 2025

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.

Tony Morrison // 14 Oct 2025

How Not to Lose Track of Agentic AI’s Primary Purpose: Providing World-Class CX

Agentic AI is enabling autonomous support, help for human agents with complex queries, and real-time insights into customer behavior, which all adds up to a great CX.

Ellie Crawford // 08 Oct 2025
News
Insight
Columns
More

AI Alone Can’t Do It All

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

Leonard Klie // 03 Oct 2025

AI ‘Exponentials’ Will Rule the World

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

R "Ray" Wang // 02 Oct 2025

Quiet CX Upgrades You’re Skipping While Chasing AI Fireworks

There are simple fixes that are surprisingly effective.

Ian Jacobs // 12 Sep 2025

Watermelon Metrics and Other BPO Pitfalls

Don't let short-term savings chip away at the experiences that keep customers loyal.

Ian Jacobs // 15 Aug 2025
Case Studies
Reports & Research
Buyer's Guide Partners