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Call Center

On-Premise vs. Cloud Contact Center: What Lies Ahead for Your Business?

Choosing the Right Call Center Scripting Tool and Its Impact

Connecting the Dots for Customer Service in a Hybrid Workforce

Raise Your Profile! How to Turn Contact Centre Sceptics Into Fans

Call Center Agents: Time to Get Back to the Office?

Pros and Cons of Contact Center Outsourcing

10 Tips to Help You Manage Remote Customer Service Agents

Contact Center Predictions 2021: Extreme Digital CX Agility

Look Forward Not Back: 4 Ways to Future-Proof Your Contact Centre

Reimagining the Contact Centre for the Future

Five Times the Erlang Formula Won’t Help You

Your Call Is Very Important to Us

AI to the Rescue: First Aid for Busy Contact Centres in Local Government

5 Reasons to Implement Integrated Email Ticketing in Contact Centres

Speaking the Customer’s Language Through the Pandemic

Calabrio Study Finds Pandemic is Accelerating the Evolving World of Work for Contact Centres

Why Adopting Speech Recognition Technology in Your Call Centre Is Easier Than You Think

Contact Centre Outsourcing – Time to Take a Closer Look

How Plain Language Reduces Call Centre Volume By 19%

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Customer Connect Expo 2025
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Latest Articles

  • Building a Smarter Contact Centre with AI and Automation
  • The Franchise Owners Guide to Providing Outstanding Customer Care
  • Beyond the Spreadsheet: Automating Performance Reports Clients Can Trust
  • How to Scale Customer Care Seamlessly as Your Business Grows
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Customer Service News

  • TTEC Expands Strategic Partnership with Zendesk to Deliver Enhanced AI-driven Customer Experience Solutions
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  • French CX Leaders Embrace AI Revolution as Sabio’s Disrupt Makes Sold-Out Paris Debut
  • 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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  • Why Smart Teams Are Taking Their Meetings Outdoors This Summer (And How to Do It Right)

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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