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

May 28, 2020 28 May'20
Pega Academy goes free with Trailhead-like badges

On the eve of his company's user conference, Pegasystems CEO Alan Trefler discussed COVID-19, RPA tech, free Pega skills training and a new appreciation for old rival Salesforce.
May 15, 2020 15 May'20
Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
May 08, 2020 08 May'20
Pega adds unified messaging to customer case management

Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform.
May 07, 2020 07 May'20
Salesforce Lightning App Builder adds low-code forms features

Salesforce Lighting App Builder will include oft-requested low-code features for building complex forms that previously required developer coding to create and update.

Customer service technology Get Started

Bring yourself up to speed with our introductory content

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
Tips for call center crisis management amid coronavirus pandemic

Call centers can receive an influx of calls from customers during times of crisis, such as the COVID-19 pandemic. Here are some steps businesses can take handle the call volume. Continue Reading
Contact center workforce management keeps pace with consumers

Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. Continue Reading

Evaluate Customer service technology Vendors & Products

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

Benefits of moving to a cloud contact center

There are many benefits in moving contact centers to the cloud, including cost savings, more interaction channels and staying with, if not ahead, of the competition. Continue Reading
How data from APM tools helps businesses improve CX

Businesses have many options when it comes to analyzing customer experiences. APM tools can help contact center leaders improve agent experience, as well as CX. Continue Reading
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

Manage Customer service technology

Learn to apply best practices and optimize your operations.

Best practices for call center monitoring

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. Continue Reading
Businesses can benefit from customer self-service channels

Self-service channels can save businesses money, while improving the customer experience -- if done right. Here are some tips to keep in mind when building a self-service strategy. Continue Reading
10 ways to improve CX when developing virtual agents

Consider these 10 methods when building new virtual agents for your clients to help balance design, user experience, technical feasibility and business value. 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.

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
Best practices for creating chatbot scripts

The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading