Online 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?
June 22, 2015
John Yembrick, who heads social media at the NASA space program, discussed bridging its online and its physical presence.
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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
Helping customers help themselves through self-service can reduce costs, but your self-service strategy should include monitoring and supporting internal operations, expert Scott Sachs advises. Continue Reading
Contact center agents can better approximate an omnichannel customer experience with the right tools, such as a single user interface for customer information. 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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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
Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how. 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
Contact centers are always trying to cut operational costs. But they can't let those tantalizing benefits make them blind to various perils. Continue Reading
Call centers have evolved to address customers' multichannel needs. Agents' skills need to diversify to meet new service demands. Continue Reading