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Articles: Customer Service/Call Centers
Increased migration from premises-based solutions to the cloud represents a huge opportunity for vendors, but are they getting it right? (Featured on SmartCustomerService.com)
Cloud contact center vendor NewVoiceMedia's deal with Twilio strengthens its U.S. presence.
Support, feedback, and ratings are key.
Additional functionality also includes VoIP integration and the ability to set complex rules for lead queues.
Engagor's integration with leading CRM applications enhances sales and customer service processes through social channels.
The proposed legislation would let consumers choose U.S.-based call centers and ban tax dollars for companies that offshore U.S. call center jobs.
Enhancements to the Q-Suite contact center software for Asterisk include additional call routing capabilities to improve multichannel ACD routing for customer service and help desk applications.
The Zappix solution includes visual IVR and multichannel self-service access to customer service for utility customers
Extend yourself beyond the reasonable to increase engagement.
Four rules for upgrading the customer experience.
Every company dreads the angry customer. Here are some ways to alleviate their pain—and yours. (Featured on SmartCustomerService.com.)
Integrated cloud solution offers comprehensive compliance with latest FCC Do-Not-Call regulations.
The acquisition expands Amdocs' customer experience portfolio into the network domain to manage customer experiences across both networks and IT. (Featured on SmartCustomerService.com.
The integration enables HiveSocial for Customer Service community conversations to be escalated into Salesforce Service Cloud.
When one channel fails, the onus of delivering a good customer experience can fall on call centers, but can they deliver? (Featured on SmartCustomerService.com.)
Gain more value from employees and customers with gamification processes.
The phone is losing ground as a leading communication channel. Can you meet customers where they're going?
Five ways to improve your sales force effectiveness.
CX professionals must satisfy appetites companywide.
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