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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
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Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
Voice or speaker recognition is the ability of a machine or program to receive and interpret dictation or to understand and carry out spoken commands. Continue Reading
AI can help companies shrink the gap between customer data and actionable insight by feeding intelligence into CRM, marketing automation and other operational tools. Here's how. Continue Reading
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It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
As enterprise UX becomes more critical, VUIs may usurp traditional interfaces. For now, learn from advice and experiments, such as FinancialForce's integration of Alexa. Continue Reading
Chatbots find a beachhead on social sites as customers seek information and customer service there. But are these bots 'human' enough to get the job done? Continue Reading
Manage Call center management and customer service
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AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone. Continue Reading
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
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
Problem Solve Call center management and customer service Issues
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Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. 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
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading