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Customer self-service News
November 22, 2021
Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships.
May 12, 2021
Oracle adds deeper subscription support for B2C and B2B users to its CX platform, as users look to tie renewals, billing and self-service to commerce revenue.
May 04, 2021
Pegasystems users get access to long-awaited Process Fabric automation tool, as well as new vertical-specific customer service tools and AI for interactive voice response.
April 19, 2021
Salesforce Digital 360 for Industries releases developer tools, templates and guides for users to build e-commerce storefronts, webpages and portals on its vertical-specific clouds.
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As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
FQA (frequently questioned answers) are conventions or mandates scrutinized by individuals or groups who doubt their validity. Continue Reading
Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices. Continue Reading
Evaluate Customer self-service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Looking for the best contact center software features? We review some of the most useful capabilities including data reporting, speech analytics, routing methods and AI. Continue Reading
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
Manage Customer self-service
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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options. Continue Reading
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. Continue Reading
Problem Solve Customer self-service Issues
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CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Lori Bocklund gives a formula to use to calculate a combined service level from several different call centers, as well as what to consider to get the most accurate call center numbers. Continue Reading