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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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.

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Customer service technology News

March 26, 2020 26 Mar'20
Kansas City Royals spin up cloud contact center

The Kansas City Royals closed its offices, but a telephony switch helped the call center address ticket holders' anxieties over baseball games affected by coronavirus shutdown.
March 24, 2020 24 Mar'20
Zendesk Relater primes customers for remote call center work

Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
March 11, 2020 11 Mar'20
ServiceNow Orlando update adds tools for human and virtual agents

ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
March 06, 2020 06 Mar'20
Amazon chatbots to employ neural networks for CX

Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.

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.

The contact center of the future is here

What started as a call center phone bank has morphed into a multipurpose operation aided by AI. This guide explores the contact center as it evolves into a critical CX force. Continue Reading
IoT and the customer experience: What to expect in 2020

Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
Video conferencing adoption a growing trend among businesses

B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Continue Reading

Manage Customer service technology

Learn to apply best practices and optimize your operations.

Tips for creating remote call center programs amid COVID-19 pandemic

To create a sustainable work-from-home contact center program, businesses need to adjust a number of processes, including, hiring, training, supervision and technology. Continue Reading
Businesses move toward UC and contact center integration

Integrating unified communications and contact center software is trending and it can provide a number of benefits to both business employees and customers. Continue Reading
4 ways to create an effective personalization strategy

Creating a personalization strategy can ensure that businesses offer the best possible experience to customers, with simple yet effective interactions. 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.

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
Replacing contact center platforms poses big dilemma

CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading