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How to Develop A Successful Customer Service Bot Strategy - Part 2

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI In the first part of this guide on how to implement customer service bots within an omnichannel experience, we discussed how to set parameters for what... Read More

Article

How to Develop A Successful Customer Service Bot Strategy - Part 1

By: Julie Mohr | Published: January 11, 2021

This article first appeared on HDI. I recently learned a great deal about chatbots and the effort it takes to create a “conversation-like” interface that can successfully support customers. An adoption strategy... Read More

Article

AI, Racism, and Bias: The Impact on Employees and CX

By: Conrad Liburd | Published: December 07, 2020

This article first appeared in no jitter. Artificial Intelligence (AI) is no longer just a buzz word being discussed in theory – we’ve reached a point where AI is delivering real, measurable... Read More

Article

How Technology Tools Can Help a Contact Center Team Avoid Burnout

By: Seb Reeve | Published: October 07, 2020

It’s no secret that customer support employees have demanding and often stressful jobs. This was true before our current crisis, but the heightened expectations surrounding these roles has exacerbated agent burnout. Burnout... Read More

Whitepaper

Trend Report: Cloud-Based, Unified Tools: Better Experiences for Agents and Customers

By: Salesforce | Published: October 02, 2020

Article

How Voice Analytics Can Improve Customer Service

By: Chris Robinson | Published: September 01, 2020

According to Technavio, a research firm, the global voice and speech analytics market is poised to grow by $2.17 billion during 2019-2023, progressing at a compound annual growth rate of almost 18%... Read More

Article

How to Integrate New AI Into Your Contact Center Now

By: Josh Streets | Published: August 24, 2020

For many contact centers, COVID-19 was a harsh wake-up call that left leadership and teams scrambling to find solutions amidst volume spikes, reduced hours of operation, and staffing gaps. For customers trying... Read More

Article

Three Tech Solutions to Help with the New Customer Service Landscape

By: Nick Glimsdahl | Published: August 18, 2020

In the first two quarters of 2020, many companies were forced to look in the mirror and admit the need to innovate. As companies scrambled to drive efficiencies and cut costs, they... Read More

Article

Turn your Help Center Into an Invaluable Resource in 3 Steps

By: Mark Abramowitz | Published: July 29, 2020

Sponsored post: Throughout the pandemic, customers have understandably had a lot of questions. Their first stop for answers? Think search engines. Salesforce research found that customers are most likely to go to... Read More

Webcast

The Present and Future of Contact Centers: Blended Intelligence

By: Salesforce | Published: July 22, 2020

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