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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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Social Re-Emerges as a Customer Service Channel

AI is making social support more of a viable option this time around.

Phillip Britt // 30 May 2025

Tips to Ensure Service Reps Can Access the Info They Need

Modern contact center intelligence means agents are better informed and interactions move quickly.

Erik J. Martin // 28 Apr 2025

The Leading Companies and Hottest Trends and Technologies in Customer Service, Marketing, and Sales: The 2025 CRM Top 100

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

the Editors // 01 Apr 2025

The Top Customer Service Trends and Technologies for 2025: Agentic AI Is Poised to Remake Self-Service

Expectations rise for AI in the contact center world.

Phillip Britt // 01 Apr 2025
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The Agentic AI Design Paradigm: Reshaping How We Build Software

The shift to agentic AI design requires developers and organizations to rethink their approach to building digital experiences fundamentally.

Rob Mason // 10 Jun 2025

The Tariffs Effect: 5 Steps to Turning Disruption into an Opportunity to Strengthen Customer Relationships

Forward-looking leaders should view this moment not as a threat but as a window for building stronger, more resilient customer connections.

Sid Banerjee // 28 May 2025

Support Agents with AI on Customer Support Day

Companies should include intelligent solutions in their customer support offerings to help agents along. (Featured on SmartCustomerService.com.)

20 May 2025

Why Customer-Centric Brands Are Looking Beyond Satisfaction Scores

In a landscape where consumers rarely give second chances, real-time behavioral intelligence is becoming the new foundation for exceptional customer experience.

Jean-Christophe Pitié // 20 May 2025
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A Guide to the Most Powerful AI Applications for Marketing

Here's how AI is transforming how companies connect with customers and prospects.

Barton Goldenberg // 23 May 2025

CX Leaders: How to Thrive Through Volatility

Executives might need to dust off (and adapt) their playbooks from the pandemic.

Rick Parrish // 23 Apr 2025

Should Machines Be Quality-Scoring Machines?

If AI is charged with evaluating AI, the process needs to look different.

Christina McAllister // 30 Apr 2025

Don’t Let Tariffs Sabotage Customer Service

As companies face difficult decision about fluctuating costs, it will be crucial to be transparent with customers.

Leonard Klie // 05 May 2025
Case Studies
Reports & Research
Buyer's Guide Partners