Call center management and customer service News
March 27, 2017
8x8 has launched ContactNow, a contact center service for small businesses and teams that offers contact center capabilities with a pay-as-you-go cost model.
March 13, 2017
By combing insights about where employees spend time when using sales and marketing apps, Radial was able to better streamline the customer and sales and service agent experiences.
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.
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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