The 6 Best Call Center Software of 2024
Struggling to choose the best call center software for your business? Compare top options to find the solution that fits both your team and budget. Continue reading The 6 Best Call Center Software of 2024
Category Archives: Customer Service
CRM Cycle: Understanding CRM Process and Stages
A CRM cycle is essential for businesses looking to effectively manage their customer relationships and drive growth. This process involves progressing through various stages to achieve success. Continue reading CRM Cycle: Understanding CRM Process and Stages
New Attack Targets Online Customer Service Channels
An unknown attacker group is targeting customer service agents at gambling and gaming companies with a new malware effort. Known as IceBreaker, the code is capable of stealing passwords and cookies, exfiltrating files, taking screenshots and running custom VBS scripts. While these are fairly standard functions, what sets IceBreaker apart is its infection vector. Malicious […]
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The Role of Customer Service in Cybersecurity
The old adage “cybersecurity is everyone’s job” is more true than you might imagine. While not every department is tasked with threat hunting or reviewing detailed vulnerability disclosures, each has a role in protecting the organization from fraudsters and cyber criminals alike. Customer service is uniquely positioned as the face of the company. These departments […]
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Best uses of the metaverse for business
Despite the hype, when it comes to the metaverse — some say it’s the evolution of the internet — there really is no there there.
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SightCall raises $42M for its AR-based visual assistance platform
Long before Covid-19 precipitated “digital transformation” across the world of work, customer services and support was built to run online and virtually. Yet it too is undergoing an evolution supercharged by technology. Today, a startup called SightCall, which has built an augmented reality platform to help field service teams, the companies they work for, and […] Continue reading SightCall raises $42M for its AR-based visual assistance platform
Pathlight, a performance management tool for customer-facing teams and the individuals in them, raises $25M
The longer we continue to work with either all or part of our teams in remote, out-of-physical-office environments, the more imperative it becomes for those teams to have some tools in place to keep the channels of communication and management open, and for the individuals in those teams to have a sense of how well […] Continue reading Pathlight, a performance management tool for customer-facing teams and the individuals in them, raises $25M
Salesforce announces new Service Cloud workforce planning tool
With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare. It wasn’t easy to manage and route requests when CSAs were in one place, it’s even harder with many working from home. To help answer that problem Salesforce is developing […] Continue reading Salesforce announces new Service Cloud workforce planning tool
YC grad DigitalBrain snags $3.4M seed to streamline customer service tasks
Most startup founders have a tough road to their first round of funding, but the founders of Digital Brain had it a bit tougher than most. The two young founders survived by entering and winning hackathons to pay their rent and put on food on the table. One of the ideas they came up with […] Continue reading YC grad DigitalBrain snags $3.4M seed to streamline customer service tasks
New Zendesk dashboard delivers customer service data in real time
Zendesk has been offering customers the ability to track customer service statistics for some time, but it has always been a look back. Today, the company announced a new product called Explorer Enterprise that lets customers capture that valuable info in real time, and share it with anyone in the organization, whether they have a […] Continue reading New Zendesk dashboard delivers customer service data in real time