Customer self-service news, help and research

Customer self-service News

January 12, 2021 12 Jan'21
Pegasystems acquires Qurious.io for Pega Customer Service

Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
December 23, 2020 23 Dec'20
Salesforce's acquisitions lead CX tech buying spree in 2020

Most CX vendors acquired new companies to enhance their platforms, none bigger than Salesforce buying Slack. Facebook's Kustomer buy might be the most intriguing.
November 10, 2020 10 Nov'20
Zendesk, WhatsApp cozy up with co-development partnership

Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
October 29, 2020 29 Oct'20
Oracle CX targets communications industry with new apps

Oracle moves into vertical-specific digital experience customizations, starting with Oracle Digital Experience for Communications, with more to come.

Bring yourself up to speed with our introductory content

Creating the right self-service content for customers

Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
Contact center AI opens new frontiers for customer engagements

Learn how AI and automation technologies like machine learning, chatbots and NLP are transforming one-dimensional call centers into multidimensional contact centers. Continue Reading
Evolving contact center services reshape engagement strategies

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

Weigh the pros and cons of technologies, products and projects you are considering.

How to choose a contact center software system in 2020

Contact center software buyers must consider features including data reporting, speech analytics, routing methods and AI. Learn what to look for with this guide to RFP creation. Continue Reading
Upselling customers adds ROI gold to contact center channels

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
Contact center AI: Agents may be training their replacements

The goal for software developers training sophisticated agent-assist AI tools for contact center software platforms could be 'superbots' far smarter than today's chatbots. Continue Reading

Learn to apply best practices and optimize your operations.

8 customer service metrics to measure call center success

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
Contact center roles shift from cost center to profit center

Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces. Continue Reading
Call center customer experience ROI is more about metrics

When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading
Reporting a combined service level from several call centers

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