Call center management and customer service
New & Notable
Staff Pick: CRM Buyer's Guide
Summary: The CRM platform market is crowded. That’s why our buyer’s guide explores considerations for buying the right tool, the leading CRM products, top drivers for upcoming purchases, and vendor neutral product spotlights on HubSpot, SugarCRM, Salesforce and Marketo, and more.
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Call center management and customer service News
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April 10, 2018
10
Apr'18
Polycom acquisition helps Plantronics against Cisco, Logitech
In recent UC blogs, analysts discuss the Plantronics-Polycom deal, the convergence of cloud contact center services and UC, and the new AV1 video codec.
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March 07, 2018
07
Mar'18
Enterprise Connect 2018 conference coverage
The unified communications industry is seeing significant changes. Track the latest news in our comprehensive coverage of Enterprise Connect 2018.
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March 06, 2018
06
Mar'18
Why improving social media customer service is important
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.
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November 29, 2017
29
Nov'17
Eight must-have call center systems for customer service
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top eight call center tools to deliver the best customer experience.
Call center management and customer service Get Started
Bring yourself up to speed with our introductory content
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emotions analytics (EA)
Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude. Continue Reading
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Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients. Continue Reading
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customer experience management (CEM or CXM)
Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
Evaluate Call center management and customer service Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Why should manufacturing be investigating voice technology?
Sophisticated versions of speech recognition technology are coming to the plant floor. Here's what that looks like and why you should be researching now. Continue Reading
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New contact center services boost customer engagements
Contextual communications within contact center services can improve customer engagement. New products from Oracle and TTEC aim to ease the exchange between customers and agents. Continue Reading
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Cloud contact center benefits include simplicity, integrations
More organizations are putting their contact center in the cloud to simplify and integrate their agent communications. But other organizations are taking a hybrid approach. Continue Reading
Manage Call center management and customer service
Learn to apply best practices and optimize your operations.
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Social media customer care important to brands, experts say
In this Pipeline podcast, we discuss what was a primary topic at Social Media Marketing World: how companies should interact with customers through social media. Continue Reading
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Customer service chatbots help reduce product returns
In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue. Continue Reading
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Meet your friendly service agent -- The sales chatbot
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
Problem Solve Call center management and customer service Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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Taking on a virtual agent helps mint new wine connoisseurs
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
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Nine skills every call center agent job requires
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
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How to calculate abandoned call rate for a contact center
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading