Once a coveted, respected retailer, today Sears is a brand on the brink of bankruptcy, with empty shelves across many locations—and customer service is a big part of the problem, customers and experts agree.
Maria Minsker | Oct 12, 2018
Chatbots have a big role to play in the future of customer service, and Google knows it. Earlier this week, the company acquired Onward, a start-up whose primary product is an chat tool for businesses.
Maria Minsker | Oct 05, 2018
CallQX is an in-queue music and messaging platform that can be customized by callers and contact center operators.
Oct 04, 2018
Only 16 percent of agents find that systems and tools actually help them handle customer issues, and even fewer—just 12 percent—say tools simplify their day-to-day work.
Maria Minsker | Sep 28, 2018
NICE inContact integration routes omnichannel interactions natively in Salesforce Live Agent.
Sep 26, 2018
The acquisition of cloud contact center provider NewVoiceMedia is valued at $350 million.
Sep 20, 2018
Microsoft introduced Dynamics 365 AI for Customer Service, Dynamics 365 AI for Market Insights, Dynamics 365 AI for Sales, Dynamics 365 Remote Assist, and Dynamics 365 Layout ahead of its Ignite conference next week. (Featured on DestinationCRM.com.)
Sep 19, 2018