Call center management and customer service

Corporate E-mail Address:
You forgot to provide an Email Address.
This email address doesn’t appear to be valid.
This email address is already registered. Please login.
You have exceeded the maximum character limit.
Please provide a Corporate E-mail Address.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.

Call center management and customer service News

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.
May 14, 2018 14 May'18
Recapping Oracle Modern CX: CX execs share challenges

What's on the minds of customer experience execs right now? This Pipeline podcast breaks down grumblings and rumblings from Oracle's Modern CX show.

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.

Keys to customer engagement on social media CRM

Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
AI for customer service at the peril of personal relations

AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents. Continue Reading
Should you buy contact center services in a UC bundle?

Is an integrated contact center with UC right for your organization? UC expert Jon Arnold explains how to compare stand-alone and bundled contact center services. 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.

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
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