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.
New & Notable
5 Trends that are Changing Sales Cycles
Let’s be honest, selling today has become more complex than some leaders ever imagined. Here’s a breakdown of 5 top trends driving new challenges in sales cycles, and insights on how technology can help sales leaders react to these trends to deliver better customer experiences across the sales lifecycle.
Customer service technology News
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December 17, 2019
17
Dec'19
How Amazon customer experience became e-commerce standard
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.
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December 11, 2019
11
Dec'19
Acquia acquisition of AgilOne CDP signals CX platform expansion
Acquia's acquisition of AgilOne, a customer data platform specializing in analytics, shows it's serious about competing against CX platforms from Adobe, Oracle and SAP.
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December 05, 2019
05
Dec'19
AppExchange, acquisitions key to the future of Salesforce
In the first 20 years of Salesforce's history, acquisitions and products drove rapid growth. In the next 20, AppExchange partners will play a crucial role in the company's growth.
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November 19, 2019
19
Nov'19
Salesforce Service Cloud Voice, Einstein Voice Assistant unveiled
Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen.
Customer service technology Get Started
Bring yourself up to speed with our introductory content
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virtual agent
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans. Continue Reading
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chatbot
A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions. Continue Reading
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contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. 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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Video conferencing adoption a growing trend among businesses
B2B and B2C video conferencing is on the rise as businesses strive to provide exceptional CX to customers. Nemertes shares some of its research results. Continue Reading
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AI-powered CRM platforms compared
CRM vendors are working to bring AI utility to their products in diverse ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading
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What chatbot evaluation metrics do you use to measure performance?
Chatbots are an important contact center component -- as is measuring their performance. Learn how to measure chatbot performance in your organization. Continue Reading
Manage Customer service technology
Learn to apply best practices and optimize your operations.
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Strategize a smooth contact center migration
Companies are migrating from on-premises contact center software to the cloud. But before making the move, organizations must approve it from a strategic and practical perspective. Continue Reading
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4 steps to successful contact center technology implementation
Before starting implementation of any new technology in a contact center, it is important to have a strategy to ensure both employee and customer satisfaction. Continue Reading
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Contact center agent experience needs massive overhaul
Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover. 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