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

July 21, 2020 21 Jul'20
Microsoft releases voice of the customer platform

Microsoft takes on Qualtrics with Dynamics 365 Customer Voice, a customer experience feedback tool native to its platform for retailers and B2B users.
July 14, 2020 14 Jul'20
Broken Pega RPA bots can heal themselves with new AI feature

Pegasystems robotic process automation tools, popular in contact centers, add AI capabilities that allow some RPA bots to fix themselves.
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.

Customer service technology Get Started

Bring yourself up to speed with our introductory content

Creating the right self-service content for customers

Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
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

Evaluate Customer service technology Vendors & Products

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

A look at contact center technology and support costs

With so many technology options available to contact centers, per-agent spending can vary greatly. It's up to businesses to figure out what technology matters most to them. Continue Reading
Customer experience involves people, process and tools equally

Robert Azman breaks down why people, process and tools are all crucial for a successful customer experience strategy. Continue Reading
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

Manage Customer service technology

Learn to apply best practices and optimize your operations.

9 skills that call center agents need for success

Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands. Continue Reading
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

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