Contact center management
- 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.
- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- April 26, 2012
Proposed federal legislation would slow the exodus of call center jobs, but analysts question the intent behind it and effectiveness.
- April 17, 2012
JetBlue is among several companies that tout use of stay-at-home call center agents; still, not every business likes them.
- April 10, 2012
A stay-at-home call center agent talks about the job’s freedom and occasional disconnectedness.
- March 29, 2012
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts.