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Articles: Customer Service/Call Centers
Journey maps can help companies understand—and adapt to—context.
At first you might be winging it, but with good personnel, processes, and technology (not to mention time, effort, and accountability), you'll be on your way to true customer success.
According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations. (Featured on SmartCustomerService.com.)
Freshworks' Freshchat is a customer messaging platform for sales and support teams.
The latest release offers omnichannel journey management, analytics-based routing, and unified workforce optimization.
Augment comes out of stealth mode with a chatbot for customer service.
Context Mobile adds real-time in-app activity to support agents' dashboards powered through AI. (Featured on SmartCustomerService.com.)
For truly exceptional customer experiences, companies will need a strong combination of automated customer care and human representatives.
MarketsandMarkets eyes steady growth for interactive voice response technology through 2023. (Featured on SpeechTechMag.com.)
CloudCherry's customer experience management platform is compatible with Salesforce.com's Service and Marketing Clouds.
New targets, the demand for personalization, and the need to adjust sales models are among the challenges.
Contact center outsourcing is becoming a key influencer of corporate customer experience strategies, the research firm has found. (Featured on SmartCustomerService.com.)
Scheduler for Salesforce now builds on Salesforce Einstein to help sales and service teams.
The solution aims to reduce the risk of regulatory breaches.
Clara is an AI-driven intelligent agent for collecting and acting on customer feedback. (Featured on SmartCustomerService.com.)
ProTel's WebRTC-based mobile app for businesses provides omnichannel online customer services. (Featured on SmartCustomerService.com.)
Dennis Fois takes over as president and chief operating officer.
Inbenta will provide hybrid chat and chatbot technology via CXexchange to NICE inContact users. (Featured on SmartCustomerService.com.)
While some airlines have recently landed in hot water for less-than-ideal customer service, others, including Hawaiian and JetBlue, are paying attention to customer woes. (Featured on SmartCustomerService.com.)
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