Call center management and customer service News
February 21, 2017
As CRM chatbots improve, as well as IoT implementations to support customer service, SAP users find new uses for the tech, thanks to tighter integration to S/4HANA.
January 26, 2017
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off.
November 02, 2016
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys.
May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
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Contact center infrastructure evolves quickly and updates are inevitably necessary. Here's how to identify and make the changes your organization needs to ensure customer success. Continue Reading
Speech recognition, the ability for a machine to convert spoken language to text, is often used for voice dialing, call routing and voice search. Continue Reading
A contact center infrastructure is a framework composed of the physical and virtual resources that a call center facility needs to operate effectively. Continue Reading
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There are contact center automation tools that effectively create positive customer interactions and benefit contact center agents, but they can also produce challenges. Continue Reading
The current synergies between unified communications and the contact center are unmistakable, as cloud technology helps transform the customer-facing experience. Continue Reading
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
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If your contact center software needs updating, this tip will help you focus on some of the must-have technology to buy in 2017. Continue Reading
As the demand for a more personalized customer experience grows, companies are scrambling to adapt. Follow these four tips to succeed with customer engagement. Continue Reading
Contact center infrastructure purchases can be costly, but they also bring serious ROI through a boost in efficiency and customer experience. Continue Reading
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Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
To keep pace with customer expectations, contact centers must evaluate their technologies and make some difficult decisions about investments in the tools they've used for years. Continue Reading