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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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Ready or Not, Digital Doubles Are Here

Can your CRM handle agent-to-agent commerce?

Linda Pophal // 01 Dec 2025

White-Glove-for-All Is the Future of Customer Care

Providing a premium, highly personalized level of care to every customer is the new norm.

Phillip Britt // 01 Dec 2025

Serving Customers Well Requires Agents to Be Well

Solutions now exist for monitoring agent mental and physical health.

Phillip Britt // 01 Dec 2025

Customer Success Platforms Enable Hyper-Personalization

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

Linda Pophal // 01 Oct 2025
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How AI Is Helping Consumers and Retailers This Holiday Shopping Season

AI-powered shopping is expected to boom this season, but retail AI implementations are only as good as the data that fuels them.

Ush Shukla // 24 Nov 2025

Aligning Your Brand’s Vision With Customer Perception

Close the gap between brand vision and customer perception by using data, consistent messaging, and empowered teams to build authentic connections that drive loyalty and long-term growth.

Diane Beecher // 05 Nov 2025

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.

John Arnold // 28 Oct 2025

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
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Government Service Highs and Lows

Citizens rate the complaint-handling experience 19 points higher in 2025 than they did in 2021. AI is making a difference.

Leonard Klie // 09 Dec 2025

Conversation Analytics: A Necessity for AI-Enabled Customer Service

These solutions are a foundational component for contact centers of the future.

Donna Fluss // 05 Nov 2025

You Can’t Scale Complicated

Good leadership communication is crucial for efficiency.

Garrison Wynn // 17 Nov 2025

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?

Ian Jacobs // 29 Oct 2025
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