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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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The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2026 CRM Top 100

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

the Editors // 01 Apr 2026

The Top Customer Service Trends and Technologies for 2026: Customer Service Is Getting Supercharged

AI is opening new doors for contact center agents, managers, and customers.

Erik J. Martin // 01 Apr 2026

Who Owns the Customer Experience?

The CRM tech stack is coming together, which complicates the ownership debate.

Phillip Britt // 02 Mar 2026

Why Branded Calling Is Critical for Outbound Outreach

Here's how to implement it and restore your ring's reputation.

Erik J. Martin // 23 Jan 2026
ViewPoints
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Voice AI: The Dos, the Don’ts, and What’s Next

Here's a practical guide to putting voice AI to work for your business.

Jeff Chen // 07 Apr 2026

Should Contact Centers Build or Buy Voice AI?

Whether a vendor owns and operates the model infrastructure is a critical concern.

Sobhan Nejad // 27 Mar 2026

Your Call Center Is Sitting on a Goldmine of Intelligence, if AI Is Allowed to Act on It

The challenge now is to identify use cases where agentic systems can produce measurable improvements in productivity, quality, and customer experience.

Peter Nebel // 17 Mar 2026

The Four Pillars of AI-Driven CX: Turning Technology into Trust

Here's how to deliver faster, smarter, and more empathetic customer experiences that drive measurable business outcomes.

Marie-Louise Gaughan // 13 Mar 2026
News
Insight
Columns
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Output Is Not an Outcome: Resolving a Misperception About AI in CX

Any number of AI-driven outputs will be required to reach outcomes that have real value to businesses.

Liz Miller // 02 Apr 2026

Companies, Your Lack of Attention Is Disturbing

You would think firms would always take action against fraudsters for trying to impersonate them. Think again.

Leonard Klie // 06 Apr 2026

A Vertical Focus Is the Key to AI Adoption

Success relies on speaking the customer's language and addressing their specific needs.

Nancy Jamison // 20 Mar 2026

AI Propels KM to Center Stage

Knowledge management is no longer confined to contact centers or tech support.

Donna Fluss // 19 Mar 2026
Case Studies
Reports & Research
Buyer's Guide Partners