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.

Customer service technology News

  • October 02, 2021 02 Oct'21

    Contact center agents' post-pandemic future

    The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.

  • September 30, 2021 30 Sep'21

    Amazon Connect adds voice ID, agent assist features

    AWS adds tools to search knowledge bases for answers based on terms picked up via in-call voice recognition, as well as voice ID to confirm identities of callers.

  • September 21, 2021 21 Sep'21

    More Salesforce-Slack integrations to come

    Salesforce unveiled a total of 16 Slack integrations to its platform, some available now, and some to come next year, following the blockbuster acquisition.

  • September 09, 2021 09 Sep'21

    Salesforce Service Cloud to add Servicetrace RPA, Slack

    Salesforce plans to release features that increase Service Cloud's flexibility for contact centers to manage agents working remotely either part time or full time.

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