Call center management and customer service

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Call center management and customer service News

August 03, 2018 03 Aug'18
Google Contact Center AI makes early inroads in industry

Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
June 01, 2018 01 Jun'18
Call center artificial intelligence trends drive chat, decision-making

ICMI's Brad Cleveland has seen call centers integrate email, chat, IVR -- automated FAQ answering -- and social media. None reduced call volume. Chatbot tech may bring similar results.
May 29, 2018 29 May'18
Call center chatbots draw skepticism from leaders

Call centers must live up to demanding quality and performance standards. Until artificial intelligence chatbots can meet those expectations, they don't stand a chance.
May 15, 2018 15 May'18
HubSpot customer service tool Service Hub aims to transform SMBs

HubSpot's Service Hub, the new customer service product, aims at helping small and medium businesses complete the view of the customer, combined with the company's sales and marketing products.

Bring yourself up to speed with our introductory content

Albuquerque Amazon Alexa skill takes heat off call center

Tens of thousands of Alexa skills -- voice-activated apps -- exist, with more to come. Learn how one city government's call center created one to help residents. Continue Reading
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
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

Weigh the pros and cons of technologies, products and projects you are considering.

AI chatbots gaining as a customer service channel

As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services. Continue Reading
How do you evaluate contact center platforms from UC vendors?

If your organization is using third-party contact center services, make sure they integrate deeply with your unified communications environment. Continue Reading
Separating customer service chatbot hype from reality

Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included. Continue Reading

Learn to apply best practices and optimize your operations.

Ten tips for honing social media customer service skills

Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
GDPR call center compliance can be a sticky wicket

GDPR compliance for call centers can be complex and require the collaboration of business execs, call center managers and outside lawyers to establish data protection policies. Continue Reading
Check off those GDPR call center requirements

With GDPR about to go into full force, there are last-minute details and loose ends to tie up to ensure that your call center complies with the necessary regulations. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Augmented reality devices speed van repairs at Volkswagen U.K.

Augmented reality headsets for garage mechanics speed collaboration between repair shops and experts in the home office to solve difficult mechanical issues. Continue Reading
Designing chatbots with personality-plus and gift of gab

Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers. Continue Reading
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