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Customer service technology News
July 28, 2021
Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
June 10, 2021
The U.S. government didn't flag the Microsoft-Nuance acquisition as violating antitrust laws, but scrutiny of big tech continues as governments try to reign in powerful companies.
May 19, 2021
ServiceNow's John Ball discusses the Now Platform's approach to AI, customer service and field service management, and why he left Salesforce as EVP of product for Einstein.
May 12, 2021
Salesforce gives users a taste of Dynamic Interactions low-code features to come with a beta release of features planned for its next major platform update.
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Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles. Continue Reading
A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. Continue Reading
As CX leaders plan a contact center RFP, they should follow these six steps -- including conducting research and asking relevant questions -- to ensure a successful result. Continue Reading
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A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
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
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To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies. 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
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Side-by-side evaluations, reinforcement, training resources and coaching can help call center agents improve their performance and catch up to the pack. Continue Reading
Call center utilization rates provide managers with information about agent productivity, and businesses can use these rates to calculate efficiency of agents. Continue Reading
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