By submitting your personal information, you agree that TechTarget and its partners may contact you regarding relevant content, products and special offers.
Call center management and customer service News
November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top 8 call center tools to deliver the best customer experience.
October 13, 2017
The focus at the recent HubSpot conference turned to the marketing potential of AI-powered chatbots engaging customers. This Pipeline Podcast looks back at Inbound.
September 14, 2017
In UC news this week, 8x8 and Atlassian integrate their team communication tools, while AeroFS and Redbooth merge on collaboration and task management software.
July 28, 2017
In UC news, Broadview Networks released a service that connects video meeting rooms regardless of location and system type, while InFocus released display wall processors for 4K screens.
Call center management and customer service Get Started
Bring yourself up to speed with our introductory content
A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A chatbot is a computer program that attempts to simulate the conversation of a human being via text or voice interactions. Continue Reading
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Continue Reading
Evaluate Call center management and customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
The phone is still the preferred mode of communications across all age groups for consumers dealing with contact centers, according to a recent survey. Continue Reading
Call centers are replacing landline-based PBX systems with VoIP platforms, freeing agents to work from anywhere. Microsoft's offering is one platform option. Continue Reading
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Manage Call center management and customer service
Learn to apply best practices and optimize your operations.
Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence. Continue Reading
As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up. Continue Reading
With content management user authentication, you need security. But how much is too much? Here are some best practices to seal vulnerabilities with IAM strategy. Continue Reading
Problem Solve Call center management and customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading