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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Free Guide: Acquia Lift v. Evergage v. Google Optimize
As content personalization platforms become more widely adopted, it’s important to have a clear understanding on how they would potentially add to your marketing team. Inside, explore the catalyst for personalization, 3 things personalized content delivery depends on, and how these 3 featured vendors stack up in 8 categories.
Customer service technology News
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October 10, 2019
10
Oct'19
Calabrio rolls out contact center self-scheduling technology
The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.
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October 08, 2019
08
Oct'19
New website helps identify use cases for Salesforce AI
Einstein's Guide to AI Use Cases is designed to help people identify use cases and Salesforce products for AI in different industries by determining which KPI is most important.
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October 07, 2019
07
Oct'19
Apple contact center chat adds rich media, improved UX
The latest iOS update streamlines access for Apple Business Chat from any clickable phone number. Learn why business messaging is gaining popularity in the contact center space.
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October 03, 2019
03
Oct'19
Zendesk Sell apps marketplace extends Sunshine CRM platform
Zendesk's Sunshine CRM gets an apps marketplace built on its Sell sales force automation platform, adapted from the 2018 acquisition of FutureSimple's Base.
Customer service technology Get Started
Bring yourself up to speed with our introductory content
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Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
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AI optimizes content management workflows, personalizes CX
AI is poised to revolutionize content management workflows, bringing order to enterprise documents, greater insights into unstructured data and delight to customers. Continue Reading
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How unified communications is getting down to business
This guide will get you up to date on what's happening in the world of UC, including how UC employs AI now, and what's new with UC tools for business messaging and contact centers. Continue Reading
Evaluate Customer service technology Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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AI CMS workflows create up close and personal experiences
Incorporating AI into the basic building blocks of CMS workflows optimizes content creation and preparation to personalize interactions with customers over multiple channels. Continue Reading
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What are the benefits of a UC and contact center integration?
UC offerings that include contact center integration provide more seamless communications and engagement between office workers and contact center agents. Continue Reading
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Nectar launches Customer Experience Assurance platform
The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner. Continue Reading
Manage Customer service technology
Learn to apply best practices and optimize your operations.
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Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center. Continue Reading
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How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview. Continue Reading
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5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. 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.
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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
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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
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Replacing contact center platforms poses big dilemma
CX expert Scott Sachs discusses the various dilemmas posed by migrating legacy on-premises contact center platforms to the cloud. Continue Reading