Customer service technology

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

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Customer service technology News

September 18, 2020 18 Sep'20
Oracle CX upgrades focus on field service, contact center

Oracle adds self-service features, field tech tools and call center capabilities to its CX stack in response to customers' business needs in pandemic.
September 03, 2020 03 Sep'20
Emerging Genesys cloud strategy makes Amazon friend and foe

Amid a leadership change, Genesys retools cloud strategy, adds partnerships with Infosys, Adobe and others as its relationship to Amazon and AWS veers toward 'co-opetition.'
September 01, 2020 01 Sep'20
Salesforce Field Service features added to Winter '21 Release

Salesforce Field Service users can better pinpoint arrival times for their customers as well as other new capabilities coming in the Winter '21 Release.
August 28, 2020 28 Aug'20
Twilio Flex deployed for COVID-19 contact-tracing agents

Tech teams supporting agents working remotely on COVID-19 surveillance efforts in several U.S. cities and the state of Illinois eschew traditional IT and opt for cloud platforms.

Customer service technology Get Started

Bring yourself up to speed with our introductory content

contact center as a service (CCaS)

Contact center as a service (CCaaS) is a framework for contact center infrastructure management that combines the principles of contact center hosting and cloud-based contact center infrastructure. Continue Reading
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
B2C (Business2Consumer or Business-to-Consumer)

B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use. Continue Reading

Evaluate Customer service technology Vendors & Products

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

Customer success vs. customer support: What's the difference?

Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different. Continue Reading
Evaluate call center outsourcing costs and benefits

Outsourcing call center operations can take some financial burden off businesses -- depending on what partner they choose. But there can also be some drawbacks. Continue Reading
What to consider for a contact center remote working strategy

Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more. Continue Reading

Manage Customer service technology

Learn to apply best practices and optimize your operations.

Knowledge bases benefit customer service, call center training

Knowledge bases provide call center agents with training documents and answers to frequently asked questions as they continue to work from home, handling high call volumes. Continue Reading
Supply chain-customer service partnership is vital

A company's success depends on a supply chain that can meet customers' expectations. To do that well, supply chain leaders must partner with their customer service counterparts. Continue Reading
How video chat improves customer service and engagement

As restrictions continue due to the COVID-19 crisis, many organizations adopt video chat capabilities to continue business operations and keep customers engaged. Continue Reading

Problem Solve Customer service technology Issues

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

How to calculate call center utilization rates

Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
6 tips for handling emergency calls in contact centers

Many contact centers do not have a procedure for handling emergency calls, but they should. It is important for agents to know how to react to emergency situations. Continue Reading
How to deal with the lack of chatbot standards

A lack of standards around chatbot development has created a situation in which enterprises are building and rebuilding bots. But that could change in the near future. Continue Reading