CRM in Customer Service, Call Centers, and Contact Centers

The Struggle to Raise First-Contact Resolutions

Contact centers have struggled to limit follow-ups, but tech is increasing the odds.

Phillip Britt // 30 May 2023

What Will It Take for Omnichannel to Live Up to Its Promise?

Omnichannel customer service technology exists. Now companies just have to deploy it properly.

Phillip Britt // 26 Apr 2023

CRM Special Report: Vertical Markets Spotlight

A roundup of the CRM innovation taking place in eight industry verticals.

the Editors // 04 Apr 2023

CRM in Financial Services: Vertical Markets Spotlight

Data is the key to addressing new threats to traditional banking and investment relationships.

Phillip Britt // 04 Apr 2023

Almost Half of Customer Service Reps Think Tech Will Replace Them. Here’s Why

The fear of being replaced is not related to the number of rep enablement capabilities a rep interacts with in their job.

Melissa Fletcher // 02 Jun 2023

Subscription Providers Must Prepare for Usage Models’ CX Impact

Customers want greater flexibility with subscription payments, but increased calls to customer service could be an unintended consequence.

Brendan O’Brien // 26 May 2023

Delivering an Exceptional Customer Experience from Online to Onsite

Because offering good service is their business, service companies often feel even more pressure to deliver the best experience possible. Unfortunately, many face challenges that include disparate systems, too many apps, and isolated workflows that cause bottlenecks, resulting in a disjointed CX.

Carmen Williams // 16 May 2023

Digital Trust and the Contact Center’s Key Role

Establishing and maintaining digital trust is not just a competitive advantage, it is a business imperative. And the contact center can play a critical role in preserving consumers' trust.

Owen Robinson // 03 May 2023