Contact center management
- June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- June 27, 2019
8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure.
- June 25, 2019
Ujet has added a handful of new features, such as workforce management, quality management and CRM to its Customer Support Platform.
- June 20, 2019
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
- May 29, 2019
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
- May 15, 2019
As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
- May 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 06, 2019
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
- March 06, 2019
SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers.
- February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
- May 29, 2018
Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
- December 07, 2016
With insight from its phone call leads, Arbor Memorial was able to find out that calls accounted for 1.5 times more sales than online-based leads.
- January 09, 2014
A contact center infrastructure provider secures a patent, and other news from the CRM market.
- August 23, 2013
Scripting and strict rules won't help customer service reps provide good service -- letting them be human will, says consultant Dayna Steele.
- May 15, 2013
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.