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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

Friction Mapping Moves to CRM to Spot Customer Pain Points

Customer journey technology evolves to home in on customer service breakdowns.

Why Your Primary Focus Should Be on Customer Retention

The shift away from new customer acquisition is finally taking hold.

Location Becomes Less Important in Outsourcing Decisions

Despite a push to repatriate contact center jobs, companies are placing other considerations above country.

Tips for Protecting Against Retail Cyberattacks

Keeping retail data networks safe is an all-hands-on-deck endeavor.

ViewPoints

The Global Content Playbook: Why Brands Need Cultural Intelligence to Avoid Customer Experience Missteps

As AI enables brands to scale global content creation faster, cultural intelligence is emerging as a strategic driver to ensure multilingual content is not only linguistically accurate, but also culturally relevant.

Fraud Is a Revenue Problem and Your CRO Should Own It

Fraud is more than just a security failure; it is a revenue leak. Companies need to start treating it that way.

5 Reasons AI Is Underperforming in CX, and How to Fix It

While the problem is often framed as a technology issue—a limitation of models, tools, or algorithms—that diagnosis falls short of the complete picture.

How to Be a Truly Customer-Driven Organization

Becoming genuinely customer-driven requires more than good intentions.

Columns

Who’s Driving This Customer Journey?

A car dealership experience makes a few turns.

The Contact Center Attrition Test

Here's a metric that should be getting more attention.

7 Agentic AI Lessons We've Learned

Map out your processes and journeys now.

Closing the CX Divide: How Agentic AI Unifies the Front and Back Office

Back-office groups have not kept pace with improvements and innovation.

Buyer's Guide Partners