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.

January 12, 2021 12 Jan'21
Pegasystems acquires Qurious.io for Pega Customer Service

Pegasystems acquires Qurious.io for its customer service-oriented AI, natural language processing and self-service automation tools.
January 11, 2021 11 Jan'21
Salesforce Ventures tops $3 billion invested

Salesforce Ventures continues to invest heavily in partners to help build out its platform as the pandemic evolves customer needs. Q&A with managing partner Matt Garratt.
December 28, 2020 28 Dec'20
Conversation intelligence helps ChowNow meet online order demand

Using RingDNA, online food ordering platform ChowNow can automatically surface insights about what works in sales calls to better coach its sales staff.
December 24, 2020 24 Dec'20
RingCentral acquires AI speech analytics startup DeepAffects

California-based startup DeepAffects uses AI speech analytics to collect data on voice and video calls. The information helps customers measure the productivity of meetings.

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.

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
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

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