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.

April 01, 2021 01 Apr'21
Qualtrics adds XM tools for marketing, service, B2B sales users

Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business.
March 16, 2021 16 Mar'21
ServiceMax releases Engage field service management app

ServiceMax Engage app gives users' customers a snapshot of their service contract benefits, and gives users vital updates for asset managements of property in the field.
March 11, 2021 11 Mar'21
ServiceNow Customer Service Management grows in Quebec

ServiceNow telecom and financial services users targeted for growth as the company expands customer service offering in Quebec, its latest platform release.
February 26, 2021 26 Feb'21
Salesforce Field Service spring release adds map features

Salesforce dubs pandemic and post-pandemic times 'the appointment economy' for field service operations and builds mobile app features to accommodate it.

Bring yourself up to speed with our introductory content

How AIOps investment improves customer service, boosts ROI

Before reaping the benefits of AIOPs -- such as improved customer service and easier collection of customer data -- companies need to determine if it is a good fit. Continue Reading
microsegmentation

Microsegmentation is a technique used to divide a network into logical and secure units through the application of policies that dictate how data and applications are accessed and controlled. Continue Reading
Create a customer experience strategy before tech investment

Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves. Continue Reading

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

Sentiment analysis: Why it's necessary and how it improves CX

Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
IFS Field Service Management software: Overview, pros, cons

IFS FSM software is meant to manage field staff and assets. Learn about its advantages and disadvantages and whether your company should put it on a vendor shortlist. Continue Reading
10 technologies to transform customer experience in 2021

AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading

Learn to apply best practices and optimize your operations.

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
8 customer service metrics to measure call center success

Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with. 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