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Latest Articles

5 Ways Brands use eCommerce Data to Improve Their Customer Service
Five Times the Erlang Formula Won’t Help You
Transforming Customer Service – What to Look for in a Conversational AI Tool
Free Webinar: Building the Ultimate Customer Service Workforce
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Customer Service News

PCI Pal Adds Speech Recognition Capability to Its Cloud-Based Agent Assist and IVR Payment Solutions
Mgage Delivers Mobile Payments Within RCS Messaging Solution with Conversational Commerce Channel
Intercom Brings Enterprise-Grade Efficiency and Scale to Conversational Support
Thirteen Boosts FM Services With Bigchange Mobile Cloud Tech
Customer Service and Experience Summit 2020 – Free Pass

Knowledge Base

What are the Benefits of Small Business CRM?
AI Just Isn’t There Yet: Why Customer Service Still Needs the Human Touch
8 Essential Types of Software Every Business Needs
5 Ways Voice Analytics Software Plays an Integral Role in Improving Customer Experience
Best Programming Languages for Web App Development

Manager’s Toolbox

Are You Turning Into Your Old Boss?
Customer Needs: A New Approach to Differentiation
Why Overly Lean Organizations Are Less Resilient
Why Change Gets Resisted
Why Behavior Is Everything

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!

CSM is edited by Ian Miller. Please contact us with your comments, questions or suggestions.

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