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Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved.
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15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI.
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Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
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What does Microsoft Copilot for Sales offer?
Copilot for Sales is Microsoft's generative AI assistant designed to optimize sales teams' workflows, automate simple tasks and offer more insights into the sales pipeline.
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What does Microsoft Copilot for Sales offer?
Copilot for Sales is Microsoft's generative AI assistant designed to optimize sales teams' workflows, automate simple tasks and offer more insights into the sales pipeline.
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E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
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Customer Service & Contact Center News
Oracle Service platform adds autonomous AI agents
Oracle adds a number of agents and dashboards to Oracle Service and Field Service as the company strives to provide users with capabilities that enable 100% AI autonomy.
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Customer Experience Management Get Started
15 best practices for contact center agent training programs
Agents thrive when contact center training programs are built on KSAC profiles, performance analysis and recognition, personal coaching and shadowing, AI integration, and ROI.
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Customer Data Management News
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
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CRM Tools & Strategy News
Oracle focuses on CX platform as it exits ad business
Oracle rolls out generative AI tools for sellers, beefs up CDP to reinforce B2B buying and selling team interactions, and adds industry-specific features.
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HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
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IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization Seize the upside of operational resilience and raise employee agility.
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Cloud Workloads
VMware vSphere Foundation and VMware Cloud Foundation powered by Intel technology results in a unified software-defined Data Center platform for running and managing private cloud, multi-cloud, and edge containerized workloads. Built-in inferencing enables customers to efficiently turn data into insight on a flexible hybrid cloud environment.
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What does Microsoft Copilot for Sales offer?
Copilot for Sales is Microsoft's generative AI assistant designed to optimize sales teams' workflows, automate simple tasks and offer more insights into the sales pipeline.
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How AI will affect the future of content marketing
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Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
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Why contact centers have high turnover and how to combat it
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10 strategies to improve contact center agent performance
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Contact center monitoring: A step-by-step guide
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.
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Customer retention vs. acquisition: What's the difference?
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Contact center outsourcing: What businesses need to know
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How to manage today's remote contact center agents
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Customer Experience Basics
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What is Salesforce Work.com?
Salesforce Work.com is a set of solutions from Salesforce that enable organizations to simplify return-to-work processes, maintain safe workplace operations, assess and promote employee health, safety and well-being, and communicate with customers ...
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What is the Salesforce Service Console?
The Salesforce Service Console is the centralized interface in Salesforce Service Cloud, an application devoted to customer service, support and customer experience.
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What is Salesforce Journey Builder?
Salesforce Journey Builder is a campaign planning tool in Salesforce Marketing Cloud to build personalized customer journeys and deliver unique campaigns and content that enhance customer experiences and secure their loyalty.
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The evolution of chatbots and generative AI
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Customer service and contact center
Oracle Service platform adds autonomous AI agents
Oracle adds a number of agents and dashboards to Oracle Service and Field Service as the company strives to provide users with capabilities that enable 100% AI autonomy.
-
Customer service and contact center
Zendesk upends pricing for AI in customer service
As it embeds generative AI into its customer service and employee service platform, Zendesk tries a novel idea: outcomes-based pricing based on tickets resolved.
-
Customer data management
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
Customer Experience Definitions
- What is Salesforce Work.com?
- What is the Salesforce Service Console?
- What is Salesforce Journey Builder?
- What is contact center as a service (CCaaS)?
- What is customer intelligence (CI) and how does it help business?
- What is a call center? Everything you need to know
- What is lead scoring?
- What is CPQ software (configure price quote software)?