Smart Customer Service
Customer Service Experience
Speech Technology Magazine
Infrastructure & Hardware
Managerial and Training
Mobile Customer Service
Social Customer Service
Voice and Data Services
Voice of the Customer
Consumer Packaged Goods
Events & Programs
Customer Service Experience Conference
CRM Evolution Conference
How to Advertise
AirHelp Promises to Handle Customer Service for Airline Customers
Air travel is hectic—hundreds of flights are cancelled and delayed throughout the country every day, and while some airlines handle these issues with ease, others send customers on an impossible journey to get reimbursed for travel nightmares. Startup AirHelp is working to eliminate some of the customer service hassle associated with air travel by handling the refund or reimbursement process for customers, even filing lawsuits when necessary.
Posted August 05, 2016
Accenture Partners with IPsoft to Launch Amelia Practice.
Initial practice focus is to deploy virtual agent technology for clients in the banking, insurance, and travel industries.
Posted May 16, 2016
United to Take Customer Service Mobile
United Airlines plans to equip customer service representatives in its U.S. hubs with Apple's iPhone 6 Plus, enabling them to meet customers' needs more quickly while having access to additional operational information at their fingertips.
Posted December 02, 2015
Singapore Airlines Taps BT for Multichannel Customer Service Solution
New solution leverages the latest customer interaction management technology developed by BT and Genesys.
Posted November 23, 2014
Contact Centers Cuddle Up to Intelligent Virtual Assistants
Cold software combined with warm bodies equals happy customer care.
Posted October 14, 2014
So Why Aren't You Using Social Media for Customer Service?
Even if you don't have a social media presence, your customers do. Meet them at least halfway.
Posted August 14, 2014
Report: U.S. Falls in Customer Satisfaction Rankings
Research also finds that data-focused organizations deliver faster customer service.
Posted May 12, 2014
Flying the Friendly Skies with Nuance’s Virtual Assistant
Jetstar launches virtual assistant using Nuance's Nina customer service platform.
Posted December 19, 2013
CustomerCount Now Compatible with Mobile Devices
Online feedback system employs device recognition technology to increase response rates.
Posted November 12, 2013
Jacada Offers Priceline.com Call Scripting Solution
Agent scripting solution also offers integration with back-end systems and compliance enforcement.
Posted October 30, 2013
Social Customer Care: You’re In or You’re Out
Q&A with Omer Minkara, Aberdeen Group: More and more companies are realizing that customers are in the driver's seat when it comes to shaping a company's reputation.
Posted September 03, 2013
Southwest Airlines Renews Agreement with Varolii
Companies extend relationship to provide personalized customer communications via voice, text, and email.
Posted August 09, 2013
Smart Customer Service eWeekly
Receive customer service news, trends, and analysis, plus expert advice.
Smart Customer Service Bulletin
Periodically, get important offers from SmartCustomerService.com or our advertising partners.
IVR in an Omnichannel World
Analytics: Data-Driven Relationships for Better Customer Experiences
2017 MEGATRENDS: CRM Predictions from Top Industry Experts
Driving New Marketing Opportunities with Marketing Data Lakes
More Best Practices
Sales Enablement Tools To Power High-Performance Organizations
Making the Transition from Multichannel to Omnichannel Customer Service
Best Practices to Get on the Path to CRM Success
Designing an Intelligent Contact Center for Competitive Advantage
The Keys to Delivering Next-Gen Customer Service
Marketing Solutions and Automating Processes
Leveraging Salesforce Service Cloud with AppExchange Solutions
Knowledge Management: The Key to Effective Customer Service
The Promise of WebRTC in the Contact Center
Customer Journey Mapping to Craft Superior Customer Experiences
Smart Customer Service Engages Customers
Using Voice of the Customer Strategies for Better Customer Insights
The Intersection of Ecommerce and CRM
Leveraging Salesforce AppExchange for Sales & Marketing
Proactive & Prescriptive Analytics
Proactive Customer Service Respects Customers
Workforce Optimization for More Productive Employees and Happier Customers
Customer Experience Management for Building Customer Loyalty
The Evolution of Contact Centers to Customer Engagement Centers
Business Intelligence & Analytic Solutions for Deeper Insights
Customers Prefer Self-Service
Contact Center Innovations
Must-Have Sales & Marketing Tools That Deliver Immediate ROI
The ABCs of Omnichannel Service Strategy
Increase sales productivity and insight with streamlined data
10 Tips & Tricks for CRM Data Quality Success
More Content Library