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.
New & Notable
Report: How Nike, Netflix, and Delta Are Expanding Their CX Strategies
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
Customer service technology News
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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.
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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.
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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.
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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
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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
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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
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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.
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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
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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
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How speech analytics can benefit call centers
Speech analytics software in call centers helps organizations pinpoint areas of weakness to address in an effort to improve customer experience and efficiency. Continue Reading
Manage Customer service technology
Learn to apply best practices and optimize your operations.
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4 best practices for call center management
An effective contact center is a result of strong management and knowledgeable agents. Management teams must invest time and energy in training their employees properly. Continue Reading
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How remote contact centers benefit businesses, employees
As businesses move to remote contact center models amid the COVID-19 crisis, they're finding benefits in the form of real estate cost savings and happier employees. Continue Reading
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Renewed focus on contact center trends in 2020
As contact centers move from office settings to remote work environments, businesses renew push for sustainable work-at-home programs, enhanced AI and cloud technologies. 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.
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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
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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
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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