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The State of Customer Service Automation 2019
Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.
Posted October 01, 2019
Barry University to Implement Noble's Enterprise Cloud Contact Center Solution
Noble's cloud and CRM integration is expected to help Barry University enhance admissions and recruiting processes.
Posted January 13, 2016
Oracle Bets on Cobrowsing in Service Cloud Refresh
Other updates include Web browsing history, improved skills-based routing, and policy automation.
Posted February 05, 2015
Jacada and Vocantas Release Visual IVR for Students
Visual self-service available for smartphones and Web sites.
Posted February 07, 2014
Callnovo China Call Center Reaches 3,000 Call Center Agents in China
In addition to China, the company contracts with clients in the US, Canada, Europe, and Australia.
Posted August 05, 2013
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Best
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CRM Megatrends to Watch in 2020: A Preview of Forces Driving Customer Technologies in 2020
Make your CRM work for your humans. With Troops.
2020 Contact Center Innovations
Conversational AI for Better Customer Experiences
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Webinars
Data Quality: The Key Ingredient in a Data Driven Customer Strategy
Chatbots: Why They Fail, Best Practices, and At-Scale Success Stories
The Secret Sauce Helping CX Leaders Create Loyal Clients: Convenience
Customer Journey Analytics: Delivering the Best Possible Customer Experiences
Is Voice-First Technology a Must-Have in 2020 and Beyond?
AI and the Contact Center: What You Need to Know
Smarketing: The Integration of Sales and Marketing
Voice-of-the-Customer Programs for Better Customer Experiences
Business Intelligence and Customer Analytics: Uncovering Hidden Value
Cognitive Customer Service and Support
Creating a Customer Engagement Center
Why Is Customer Experience So Darn Important? (And How to Improve Your CX Efforts)
Smart IVRs for Better Customer Experiences
AI Based Speech Analytics for Actionable Insights
How Do You Measure Customer Experience?
Customer Data Platforms: Creating a Unified View of the Customer
Cloud Contact Center Solutions
Self-Service for Higher Customer Satisfaction
Creating a Great Omnichannel Experience Equals Great Customer Experiences
Conversational AI: Real-World Use Cases in Customer Service
Customer Authentication, Identity Resolution, and Voice Biometrics
Customer Support Transformation
2021 Contact Center Innovations: A Preview
Customer Communications Management: The Key to Consistent Communications
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Content
Library
Make Journey Mapping Your Secret to Outstanding Customer Service
ABERDEEN STUDY: Four Transformative Best Practices for Future-Ready Customer Service Experiences
The Road to Transforming the Customer Service Experience - Investing in great outcomes for employees and customers
Forrester TEI: Business Value of ServiceNow Customer Service Management
Driving Radical Customer Service Innovation - Move beyond operational demands to deliver proactive strategies that drive business growth
Optimizing the Workforce: A Guide for Small and Medium-Sized Businesses
4 Ways to Empower Agents to Deliver Great Customer Experiences
Transforming the contact center into a customer intelligence hub
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