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.

December 03, 2021 03 Dec'21
Amazon Connect adds quick bot setup, call summarization

AWS's Amazon Connect CCaaS offering comes into sharper focus with new features for contact center managers, agents and data scientists setting up bots.
November 22, 2021 22 Nov'21
Cisco customer experience manager: What makes good tech CX

Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships.
November 18, 2021 18 Nov'21
Google makes chatbots accessible with Bot-in-a-Box

Available on Google Cloud, the feature is deployed in AI-powered Business Messages. Using pre-made bots, enterprises can connect with customers on different branded channels.
October 02, 2021 02 Oct'21
Contact center agents' post-pandemic future

The pandemic changed how contact centers operate and the technologies used to provide customer service. In this Q&A, ICMI's Brad Cleveland predicts what's next.

Bring yourself up to speed with our introductory content

8 tips to build and manage a customer service team

While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
10 customer service best practices to follow

As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
10 examples of AI in customer service

AI and AI-enhanced tools drive efficiency and cost reduction throughout the customer service team. Continue Reading

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

Benefits of moving to a cloud contact center

Cloud contact centers have various benefits for organizations, including cost savings, more interaction channels and staying with -- if not ahead of -- the competition. Continue Reading
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

Learn to apply best practices and optimize your operations.

The future of customer service: 12 trends to watch

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
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

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