Call center speech technology News
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?
August 08, 2014
Sales and marketing platform Salesgenie looks to upgrade lead management and marketing capabilities, enabling users to customize email campaigns and contact prospects; and other CRM news.
May 12, 2014
BlabPredicts forecasts Web conversation up to 72 hours in advance; Genesys teams up with Zendesk for multichannel customer service and other CRM news.
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Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite. Continue Reading
Emotions analytics (EA) is the analysis of a person's verbal and non-verbal communication in order to understand the person's mood or attitude. Continue Reading
Confusion abounds about the difference between flavors of automated CRM: self-service, IVRs and virtual representative. Let's get this straight. Continue Reading
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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
It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations? Continue Reading
How can the numbers enable decision-makers to translate the 'science' of the numbers into the 'art' of analysis? Continue Reading
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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
An expert shares four technologies that are key to successful virtual contact centers: integrated contact routing, workforce management, computer-based training and gamification tools. Continue Reading
Contact centers have embraced and improved self-service options like conversational voice response systems and mobile websites -- but there are still some challenges with the tech. 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
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
As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern. Continue Reading