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Call center management and customer service News
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.
June 30, 2017
Cogito's artificial intelligence technology tracks the tone of a conversation and provides real-time coaching for call center agents.
Call center management and customer service Get Started
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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
A call center is a centralized department to which phone calls from current and potential customers are directed. 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
Evaluate Call center management and customer service Vendors & Products
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Harvesting the power of the iPhone, Safari web browser and other search assets, Apple is looking to cultivate integrated chat between businesses and customers. Continue Reading
Contact center voice technologies with natural language processing improve CRM and speech analytics for better customer service, but blind spots hold up progress. Continue Reading
In this video Q&A, Pegasystems VP Jeff Nicholson discusses how large companies budget for AI pilots, choose clouds and figure out which customer service channels to support. Continue Reading
Manage Call center management and customer service
Learn to apply best practices and optimize your operations.
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
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading
Organizations can benefit greatly from applying predictive analytics to contact center data. Here's a look at four areas ripe for upgrades in those workflows. Continue Reading
Problem Solve Call center management and customer service Issues
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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