Call center management and customer service News
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.
March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
November 12, 2015
Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.
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Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices. Continue Reading
Contact center as a service combines the principles of contact center hosting and cloud-based contact center infrastructure. It enables companies to pay for only the infrastructure they need, and to have a provider manage assets for them. Continue Reading
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The CRM market has undergone another shift with Oracle's acquisition of NetSuite. Whither NetSuite's fate? Continue Reading
While basic contact center manager skills haven't changed, they have broadened and will continue to evolve as contact center management technology evolves. Continue Reading
The virtual contact center has become increasingly compelling. Why? Continue Reading
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Artificial Intelligence allows companies to automate some tasks and will lead to changes in the job market. But people plus smart machines creates better outcomes than either alone. Continue Reading
By combining CRM and ERP data in the new service of Dynamics 365, Microsoft aims to help companies follow the elusive 360-degree customer view. Continue Reading
Video chat can help create a personalized customer experience in a real and visual way. So why isn't it gathering more traction? Continue Reading
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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
Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading
In order to handle calls successfully, a global contact center needs its agents to have a background in multiple products and to understand multiple cultures. Continue Reading