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Call center management and customer service News
August 03, 2018
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
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
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
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.
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It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers. Continue Reading
A multichannel contact center is a call center that allows agents to interact with customers over several communication channels, but each channel operates in isolation. Multichannel, which includes voice, email, web page forms, fax, chat and text ... Continue Reading
Tens of thousands of Alexa skills -- voice-activated apps -- exist, with more to come. Learn how a city government's call center created one to help residents. Continue Reading
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Change comes to customer contact centers as cloud systems and the customer experience movement force IT leaders to rethink software stacks. Here's advice for choosing your next platform. Continue Reading
By adding AI to its Salesforce Service Cloud integration, Nokia is trying to bring a proactive approach to customer service, while adding AI to workflow. Continue Reading
Robert Johnson of TeamSupport and Sandy Crowley of ICANotes offer tips on how B2B companies can use automation to supplement human customer support services. Continue Reading
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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 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
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
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Call center agents must multitask like never before in this era of omnichannel service. How to increase efficiency with tech while relieving some of the load on the people. Continue Reading
Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed by the idea of introducing new channels and training agents. Continue Reading
Side-by-side evaluations, reinforcement, training resources and coaching can help wayward contact center agents improve performance and catch up to the pack. Continue Reading