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.

August 16, 2022 16 Aug'22
Facing labor shortage, pizza franchise turns to AI phone bot

Jet's Pizza says OrderAI Talk frees up employees, keeps consumers from enduring long wait times and is an option for those who prefer using the phone to text ordering.
July 27, 2022 27 Jul'22
Ex-Google engineer Blake Lemoine discusses sentient AI

Ex-Google engineer Blake Lemoine discusses why LaMDA and other AI systems may be considered sentient and explains exactly how much AI systems know about consumers.
July 19, 2022 19 Jul'22
Microsoft releases cloud contact center platform

Contact center platform technology buyers have another option: Microsoft assembles a CCaaS from Nuance, Power Platform, Teams and -- for those who need it -- Dynamics 365 tech.
June 29, 2022 29 Jun'22
Salesforce users get more low-code automation, including RPA

Salesforce integrates MuleSoft RPA and Composer with Salesforce Flow, which avails low-code process automation and bot creation to line-of-business users.

Bring yourself up to speed with our introductory content

15 customer service interview questions and answers

Customer service is a big industry, and it takes the right person for the job. Here are some common questions that could be asked at your next interview. Continue Reading
The role of customer service in the supply chain

Amid a supply chain crisis, delays can cause customer satisfaction to plummet. Organizations must use transparency, personalization and empathy to enhance customer service efforts. Continue Reading
4 real-world customer journey map examples

Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward. Continue Reading

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

Contact centers evaluate CPaaS vs. CCaaS benefits

The contact center-as-a-service market is ripe for growth as businesses move to the cloud. That's inviting a new crop of vendors -- among them CPaaS providers -- to pitch products. Continue Reading
Compare pros and cons of live chat vs. phone support

Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
5 upcoming CCaaS trends to watch

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Continue Reading

Learn to apply best practices and optimize your operations.

AI chatbots don't need to be sentient, they just need to work

Chatbot users, vendors and ex-Google engineer Blake Lemoine discuss what is needed to make current chatbot tech more effective for customer service organizations. Continue Reading
10 myths about outsourcing contact centers

Some misconceptions include greater risk of security breaches and a loss in quality of service. Continue Reading
Call center compliance checklist for hybrid workforces

As many call centers embraced remote work amid the COVID-19 pandemic, compliance became difficult to monitor. A checklist can help call center managers maintain proper compliance. Continue Reading

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

5 ways to use social media in supply chain management

Amid a supply chain crisis, customers often turn to social media to voice frustration. Organizations need honesty, empathy and informative content to help disgruntled customers. Continue Reading
Top 5 challenges in field service management

Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. Continue Reading
How to train agents on call center fraud detection

Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies. Continue Reading