Articles
Call Centers
-
Think Beyond the Chatbot for Great Customer Experience on Social Media
Customers prefer social media channels over telephone support, but many are finding companies fail to meet their expectations.
Continue reading... -
Call Centers vs. Contact Centers: Understanding the Key Differences
What are the differences between a call center and a contact center and why does it matter for customer experience programs?
Continue reading... -
6 Essential Call Center Agent Skills and Traits
Call center usage is growing and the need for skilled workers is growing with it. So what are the important qualities of a good call center agent?
Continue reading... -
7 Skills and Traits of an Effective Call Center Leader
The call center is a key part of CX. Leadership roles here require a specific skillset. Here we tackle the skills and traits of an effective call center leader.
Continue reading... -
Why Enterprises Are Turning to Contact Centers in the Cloud
More and more enterprises are moving their contact center to the cloud. Here's why.
Continue reading... -
What Is Predictive Dialing and How Can It Help Call Centers?
Predictive dialing can be an asset for a call center and call center agents. We cover the definitions and key components.
Continue reading... -
How to Build Your Customer Service Operations from the Ground Up
Key guideposts to assist in designing a frictionless, intuitive experience for customers no matter when, or how, or why they interact with your organization.
Continue reading... -
Expansion Joins WoodWing Group, LogMeIn Updates GoToConnect and More News
In this week's CX and marketing Newsbyte, we've got acquisitions, free chatbots for SMBs, new features and updates from around the industry & more.
Continue reading... -
LogMeIn Targets SMB Market With GoToConnect Contact Center Updates
LogMeIn last week announced new offerings in the Contact-Center-as-a-Service (CCaaS) space.
Continue reading... -
BlueOcean Launches New API, Salesforce Digital 360 Gets New Features & More News
Leading this week’s CX and marketing newsbyte, BlueOcean launches a new API for third party access to analytics, Salesforce Adds to Digital 360 and more.
Continue reading... -
How Customer Communities Improve Customer Experience
By setting up customer communities, companies gain six CX-related advantages.
Continue reading... -
4 Self-Service Trends That Are Changing Customer Service
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent.
Continue reading... -
Invoca Announced Its Acquisition of DialogTech
Invoca has announced its acquisition of DialogTech, an AI-powered call tracking and analytics solution for marketers.
Continue reading... -
Expert.ai Adds New Features to Its Natural Language API
The natural language (NL) API developed by Expert.ai shared new features for its analysis capabilities.
Continue reading...
