Customer service and contact center
Customer service refers to the support organizations give customers after a purchase, and contact centers are the points where organizations can manage these interactions. Keep tabs on the evolution of customer service and contact center technologies and best practices to maintain service strategies properly.
Top Stories
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News
14 Nov 2024
CallMiner CEO talks generative AI, conversational intelligence
When everyone's contact center now has a CX platform, specialists like CallMiner have to make implementation more straightforward for users, said CEO and founder Jeff Gallino. Continue Reading
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Tip
14 Nov 2024
Pros and cons of a hybrid contact center architecture
A hybrid cloud architecture can provide modern capabilities to legacy contact centers. Explore the benefits and challenges of adopting a hybrid contact center. Continue Reading
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Feature
20 Feb 2019
Customer success tools pave the way for business advancement
Quick Base launched an online university with the help of Skilljar to offer ongoing training, improving CX and increasing the likelihood of customer retention and loyalty. Continue Reading
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News
11 Feb 2019
Verint acquisition of ForeSee gives VOC software an upgrade
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels. Continue Reading
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Answer
28 Jan 2019
Is dialer technology relevant to CX projects?
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
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Feature
21 Jan 2019
AMAC prioritizes first call resolution for a better CX
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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Feature
10 Jan 2019
CRM for government, Salesforce improve D.C.'s 311 agency
The Office of Unified Communications in Washington, D.C., said it improved its constituent relationships with Salesforce Service Cloud and Einstein Analytics. Continue Reading
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Tip
03 Jan 2019
Call center tips to ensure successful agents
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
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Feature
17 Dec 2018
Salesforce Service Cloud Einstein AI's Next Best Action, Bots
Salesforce closes the distance between its cloud Einstein AI and IBM's Watson with flashy new features, as Service Cloud bows a no-code bot builder and a next best action tool. Continue Reading
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Answer
17 Dec 2018
How does Salesforce Einstein Bot differ from other AI?
Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base. Continue Reading
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Opinion
11 Dec 2018
Einstein Bot, Einstein Voice create new Salesforce channels
Born to compete with IBM's Watson, the Einstein cloud AI is in its third year of life and is exhibiting all the traits of a typical 3-year-old. Continue Reading
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Tip
07 Dec 2018
5 tips for picking a call center customer experience platform
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
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Tip
06 Dec 2018
3 call center improvement strategies that boost efficiency
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
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Feature
06 Dec 2018
Customer service AI tools can improve contact center
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
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Feature
27 Nov 2018
Customer support automation for B2B requires human touch
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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News
26 Sep 2018
Salesforce Einstein Voice, Customer 360 data sharing on deck
Salesforce users to benefit from new and extended partnerships with Apple, AWS and IBM, the upcoming Customer 360 integration tool and Einstein Voice. Continue Reading
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News
10 Aug 2018
Microsoft Dynamics 365 updates add AI features to CRM
Microsoft has introduced new updates to its Dynamics 365 CRM platform, including AI-driven business intelligence tools for sales, marketing and service. Continue Reading
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News
07 Aug 2018
InsightSquared unveils marketing analytics tools
At Ramp 2018, marketing technology vendor InsightSquared unveiled new software modules for gauging the effectiveness of marketing and sales efforts. Continue Reading
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News
03 Aug 2018
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 Continue Reading
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Opinion
19 Jun 2018
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
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Tip
05 Jun 2018
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
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News
29 May 2018
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. Continue Reading
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Feature
23 May 2018
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 a city government's call center created one to help residents. Continue Reading
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Tip
21 May 2018
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
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Tip
18 May 2018
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
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Tip
15 May 2018
Don't forget agent training in your GDPR call center plan
The General Data Protection Regulation will affect call center agents. A GDPR plan for call center agent training should cover the expanded definition of PII and more. Continue Reading
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Tip
09 May 2018
GDPR customer data compliance for service and support teams
Getting your Salesforce-powered customer service and support staff ready for GDPR involves more than just the free Trailhead training module. But it's a start. Continue Reading
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News
19 Apr 2018
Salesforce Field Service Lightning gets appointment, scheduling upgrades
While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any of that Einstein touch of other Salesforce products. Continue Reading
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News
06 Mar 2018
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. Continue Reading
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Tip
22 Feb 2018
Helpshift offers five Salesforce GDPR tips for customer support
How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips. Continue Reading
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Feature
14 Feb 2018
Colorado modernizes with Salesforce for government projects
Colorado licenses Service Cloud and other Salesforce technologies to improve its citizens benefit program. Continue Reading
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Feature
01 Feb 2018
AI chatbots augment humans working in contact centers
It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
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Tip
15 Jan 2018
Ten tips for implementing virtual agent chatbots
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
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Answer
26 Oct 2017
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
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News
02 Nov 2016
Election Protection helps voters with call center technology
Election Protection handles upward of 100,000 calls per day as Election Day nears, routing calls from high-call-volume states using Genesys. Continue Reading
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Tip
07 Oct 2016
Salesforce AI touts intelligence for everyone
Salesforce AI has come to the fore with Einstein, its intelligence application. The CRM provider attempts to round out its portfolio with this accessible AI addition. Continue Reading
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Tip
19 Jul 2016
Four features of contact center evolution
Contact center evolution is explored through four key features, identifying how contact centers have changed through the past, present and future. Continue Reading
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News
08 Feb 2016
Omnichannel customer service is no small feat
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems. Continue Reading
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Answer
04 May 2015
Have customer-centric processes arrived in the contact center?
It's been a long journey, but are companies finally ready to incorporate customer-centric processes into their contact center operations? Continue Reading
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Quiz
05 Jun 2013
Call center operations quiz
Call center operations are working hard to keep up with the technology revolution. Find out why the call center is not just for telephones anymore. Continue Reading
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Definition
16 Mar 2011
Workforce management (WFM) software
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis. Continue Reading
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Answer
07 Dec 2009
Which call center billing model should I use?
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Continue Reading
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Answer
17 Sep 2009
How can I measure call center agents' unavailable and "not ready" time?
Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. Continue Reading
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Definition
20 Jul 2009
workforce optimization (WFO) software
Workforce optimization (WFO) software is a program suite that combines recording, quality management (QM) and other call center technologies into one console with the purpose of optimizing call center performance. Continue Reading
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Report
03 Jun 2009
Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales professionals. Continue Reading
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Answer
26 Feb 2009
Does hot seating in the call center affect agent morale?
Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip. Continue Reading
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Answer
16 Sep 2008
Pros and cons of auto-response software in the call center
Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss. Continue Reading
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Answer
19 May 2008
Call center rules and regulations: Why are they so strict?
Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. Continue Reading
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Quiz
18 Mar 2008
Call center metrics quiz answers
With answers from the Call Center Metrics School quiz, learn about call center metrics like average handle time, occupancy and schedule adherence. Continue Reading
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News
08 Oct 2007
Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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Answer
12 Sep 2007
Call center scheduling: How to manage Auxiliary or unavailable time
Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
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Answer
26 Jul 2007
How to evaluate call center quality analyst performance
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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Quiz
28 Jun 2007
Call center interactive voice response (IVR) system quiz
Call center interactive voice response (IVR) systems continue to expand their functionality. Find out how much you know about today's IVR technology with this quiz. Continue Reading
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Answer
12 Jan 2007
How do you define flow out calls?
Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading