New & Notable
Call center management and customer service News
February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
February 08, 2019
8x8 X Series has new APIs for embedding communications into third-party apps. Meanwhile, the vendor said it could now deliver speech analytics to larger contact centers through the public cloud.
January 18, 2019
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
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
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Self-service platforms should be visible to customers, emphasized across all channels of communication and well-promoted. These and more tips are discussed here. Continue Reading
Organizations that want to offer a modern contact center experience can turn to AI, messaging apps and UC to improve agent productivity and customer service. Continue Reading
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
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Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX. Continue Reading
Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers. Continue Reading
AMAC uses TetraVX unified communications and the cloud contact center platform Five9 in its three call centers to improve agent workflow, as well as member experience. Continue Reading
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Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading
Once hiring managers find the right people for the job, contact center agents need both proper training and office tools to be successful in their roles. Continue Reading
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
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What do you do when your contact center doesn't provide the data and features you need? One company decided to deploy a new platform that could support current and future needs. Continue Reading
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