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.

July 28, 2021 28 Jul'21
Nice expands contact center AI offering with ContactEngine buy

Nice acquires ContactEngine conversational AI technology to support customer self-service and live agent conversations across multiple digital channels.
June 10, 2021 10 Jun'21
Microsoft's acquisition of Nuance clears antitrust hurdle

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 19 May'21
ServiceNow's vision for AI, customer service management

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 12 May'21
Salesforce low-code features in beta; GA slated for winter

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.

Bring yourself up to speed with our introductory content

Best practices for call center agent training programs

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
7 best practices for a voice of the customer program

A voice of the customer program can be tremendously fruitful for an organization -- if it is done well. Continue Reading
6 steps to create a contact center RFP

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

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

10 voice of the customer tools to consider

A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
Top 10 contact center platforms of 2021

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
15 essential contact center software features

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

Learn to apply best practices and optimize your operations.

Top 7 call center agent performance metrics to track

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
4 tips for effectively handling emails in a call center

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
5 ways to improve a customer self-service strategy

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

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

8 ways to improve call center agent performance

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
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