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Artificial Intelligence (AI)

Harnessing AI to Boost Customer Retention: The Future of Personalized Customer Experience

AI in Customer Service: Leveraging Efficiency Without Sacrificing Humanity

Contact Centres in 2030: The AI Frontier – Where Humans and Machines Unite

The Rise of Machine Customers: How to Seamlessly Integrate Services

Leveraging Artificial Intelligence and Machine Learning in E-commerce Development

Transforming Customer Service Through AI-Powered Adaptive Learning

10 Ways Generative AI Is Revolutionizing the Customer Experience

How AI-Enabled Self-Service Is Easier Than You Think

Zenarate Selected by Genpact to Develop Top-Performing Agents Using AI Conversation Simulation

How Wing AI Turned Hiring Upside Down

AI Conversation Simulation for High-performing Customer Service Agents

AI-Powered Knowledge Management Platform for the Success of Your Customer Service Teams

How Artificial Intelligence Will Shape Customer Service in 2022 and Beyond

Beat Customers to the Customer Service Line with Artificial Intelligence

AI Search: The Next Big Thing In Customer Support

How is AI changing the translator’s evolving role?

A 5-Step Checklist for Mastering Enterprise AI

AI and Live Chat: A Winning Combination

Blending AI and Digital Tools with the Human Workforce to Deliver an Integrated Customer Experience

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Customer Connect Expo 2025
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Latest Articles

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Customer Service News

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  • Firstsource and Sanas Join Forces to Transform Customer Conversations with AI
  • Introducing GRAIA: The New Agentic AI and CCaaS Platform

Knowledge Base

  • Creating Vibrant Art Showcase Videos with CapCut Desktop
  • When Words Matter Most: My Journey Toward Earning a Letter of Recommendation That Truly Reflected Me
  • From Overwhelmed to Organized: How I Learned to Navigate Academic Pressure
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Manager’s Toolbox

  • What are Deming’s Fourteen Points of Management?
  • Are They Really Listening? How to Find Out and What to Do
  • What is Lewin’s Force Field Analysis?
  • How to Assess the Development Level of a Team Member
  • Why You Should Always Give People the Option of Meeting with Audio Only

About CSM

Customer Service Manager (CSM) is the leading resource for Customer Service Managers and professionals. With more than 20,000 members in 57 countries, we are dedicated to helping improve customer service worldwide!
ian-miller-proCSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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