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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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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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