Expert Advice

Jonathan Schmidt
Jonathan Schmidt, Kathy Ross, Melissa Fletcher

Three Ways Customer Service Leaders Can Transform Coaching to Boost Workforce Performance

Customer service employee and supervisor coaching processes have to transition from reactive to proactive.

Brad Cleveland
Brad Cleveland

The Essentials of an Effective Customer Service Strategy

Here are the steps to take for defining your organization's customer service strategy.

Donna Fluss
Donna Fluss

Workforce Management Must Adapt for a New Generation of Employees

Contact center WFM solutions must include adaptive intraday capabilities to meet changing demands in real time.

More Expert Advice

Vendor Views

 
Cassius Rhue

Why Customer Support is Integral to Ensuring High Availability

The quality of the customer support team is often overlooked when choosing HA vendors, but in fact, to succeed in ensuring continuous availability and minimizing downtime of your organization's systems, customer support holds the key.

 
Shahar Chen

Four Best Practices for Integrating Generative AI in Contact Centers

Integrating genAI in call centers can significantly enhance efficiency and customer satisfaction, but only if you do it right.

 
Matt Whitmer

Elevate Customer Service with Predictive Personalization

Non-linear customer experiences are the best ways to provide the personalized interactions customers expect.

More Vendor Views

News Briefs

More News Briefs

Contact Center Supervisor Automation Is Key to SLA Upkeep, Sytel Says

Article Image
April 12, 2024

Automation can reduce supervisor intervention in basic contact center operations by at least 90 percent, prompting new automation product release.

Article Image

Tips for Reviewing Voicebot Vulnerability

How companies can help users feel safe by better securing voice assistant data. (Featured on SpeechTechMag.com.)

Apr 03, 2024
Article Image

A New Class of Multimodal AI Agents Can Plan, Reason And Explain

New patent underscores Openstream.ai's unique neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents.

Mar 19, 2024
Article Image

Speech Analytics Market to Be Worth $7.3 Billion by 2029

Research firm MarketsandMarkets is expecting 17.5 percent compound annual growth for speech analytics worldwide over the next five years. (Featured on SpeechTechMag.com.)

Mar 04, 2024
Article Image

It’s Time to Add Voicebots to Your Mobile App

Voice AI assistants add essential functionality for customers and agents. (Featured on DestinationCRM.com.)

Mar 04, 2024
Article Image

CCW Eyes AI's Transformation of Contact Center Workforce Dynamics

AI is bringing about a seismic shift in the agent's role, according to CCW data. (Featured on DestinationCRM.com.)

Feb 27, 2024
Article Image

Post-Purchase Tasks Will Transition to a Unified Customer-Facing Role by 2027

Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI. (Featured on DestinationCRM.com.)

Feb 23, 2024

Strong Growth Projected for Customer Journey Analytics

MarketsandMarkets expects the worldwide market for customer journey analytics to more than triple in six years. (Featured on DestinationCRM.com.)

Feb 23, 2024
More News Features


Email Newsletter

Receive customer service news, trends, and analysis, plus expert advice.
Periodically, get important offers from SmartCustomerService.com or our advertising partners.

Connect with SCS

Webinars

More Webinars

Best Practices

More Best Practices

Content Library

More Content Library

Most Popular