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.

November 10, 2020 10 Nov'20
Zendesk, WhatsApp cozy up with co-development partnership

Zendesk and WhatsApp team up to break bottlenecks in customer service conversations over Facebook messaging apps -- including Instagram -- by building it into Zendesk Support.
November 06, 2020 06 Nov'20
Adobe forges data partnerships for Experience Platform

Adobe adds bidirectional feeds to Experience Platform to manage post-sale customer data from third-party sources such as customer service and loyalty program platforms.
November 02, 2020 02 Nov'20
Twilio's Segment acquisition recasts UCaaS vendor as CX

Twilio, a contact-center-friendly UCaaS vendor, has completed the purchase of the Segment CDP for $3.2 billion in stock. Together, experts said, they could challenge Microsoft, Salesforce and Oracle.
October 29, 2020 29 Oct'20
Oracle CX targets communications industry with new apps

Oracle moves into vertical-specific digital experience customizations, starting with Oracle Digital Experience for Communications, with more to come.

Bring yourself up to speed with our introductory content

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
omnichannel

Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a ... Continue Reading

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

Mobile wallet mania: Contactless payments are here to stay

The COVID-19 pandemic has affected a lot of B2C industries and one aspect of customer experience that is likely permanently shifting is the increase in mobile wallet adoption. Continue Reading
The evolution of customer service

Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage. Continue Reading
Customer success vs. customer support: What's the difference?

Customer success and customer support are important terms for businesses to be familiar with if they want to provide great CX. They sound similar but are different. Continue Reading

Learn to apply best practices and optimize your operations.

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
7 ways to avoid remote work burnout in call centers

Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout. Continue Reading
8 best practices for call center monitoring programs

To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software. 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