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by Ian Miller

Latest Articles

How Customer-Centric Strategies Are Driving Success in Logistics
Freshdesk vs Zendesk: The AI Customer Service Face-Off for Small and Large Businesses
Leveraging AI Assistants to Deliver Proactive and Personalized Customer Service
How AI is Making Small CX Teams More Competitive
WFM and AI: How Artificial Intelligence Will Transform Workforce Planning in the Future

Customer Service News

Enghouse Completes Acquisition of Aculab PLC
Microsoft Launches Multilingual Voice Agents for Contact Centers
Twilio Drives Conversational AI Forward with ConversationRelay
Agentforce 2.0: The Next Evolution in Digital Labor Platforms
Moneypenny and VoiceNation Make It Rain Gift Cards for Rainbow Village

Knowledge Base

What Are the Best Practices for Handling Sensitive Customer Service Claims?
7 Ways Customer Retention Impacts Financial Growth
What is Automation Testing and Why is it Important?
Smart Building Platforms for Facilities Management: Streamlining Operations and Maintenance
Top 9 Ways to Keep Your Customer Support Team Motivated

Manager’s Toolbox

How to Assess the Development Level of a Team Member
Why You Should Always Give People the Option of Meeting with Audio Only
What Is Buridan’s Ass and How Does It Impact Customer Service Management?
What Are the 10 Principles of Urwick?
What Is the BCG Matrix and How Do I Use It?

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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