How AI is Changing Customer Service

Featured Stories

Speed Case Resolution in Salesforce Service Cloud with Monet Live WFM
Salesforce Service Cloud's functionality can be extended further into managing the agent experience with the use of valuable add-ons and widgets that allow contact centers to ensure that the right number of agents are working in the right channels at… - 06/22/2017

Keep Agent Engagement at the Heart of Operations
Engagement. It seems to be at the heart of everything we do these days, especially in the call center. Employee engagement is so important because it leads to customer engagement, which is essential to the success of any company. - 06/20/2017

Four Tech Hacks for Faster Customer Onboarding
Customer onboarding is a critical first stage in customer experience. After all, first impressions make lasting impacts. Evidence suggests we form first impressions in about one-tenth of a second, and that they stick with us for the duration of a rel… - 06/14/2017

Filling the Gap Between Help Desk Schedules and Adherence
Incorporating workforce management into Salesforce Service Cloud can make forecasting easier and more accurate, allowing contact centers to optimize their resources; provide real-time visibility into the workforce; and allow agents to provide a bette… - 06/14/2017

Increasing Productivity in the Call Center
When a customer reaches out to a call center, that's often their first point of contact with a company. Therefore, it's in everyone's best interest for the call to go well. That's never a guarantee when the agents aren't motivated to do a good job. H… - 06/13/2017

Workforce Management Makes Call Center Vacations a Breeze
Managing vacation time in the call center can be a trial, but with the right workforce management, it can be a huge help. - 06/08/2017

Improving the Consumer Goods B2B Customer Experience in a B2C World
Thanks to the customer experience revolution, B2B users are now expecting convenience and speed while craving for personalized and connected touch points across multiple physical and digital channels. - 06/06/2017

Can WebRTC Revolutionize the Contact Center?
There are a number of people who believe that WebRTC is gearing up to change the world. It is being applied in several new and innovative ways, and it can be especially useful in the contact center. - 06/06/2017

Choosing the Proper Workforce Management Solution
Deploying a workforce management solution in the call center is a no brainer, but the right offering should meet a few important criteria. - 06/02/2017

The Key to Managing Virtual Employees
In the contact center, workforce management is a challenging enough job when all agents are under the same roof. Increasingly, however, managers are having to find ways to monitor, manage, train and motivate workers who aren't physically present in t… - 05/31/2017