Email Alerts
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Tridion Web content management system upgrade aids children's group
Compassion International’s Web content management redesign using SDL Tridion paid off in increased Web traffic, site agility and improved donations. Feature
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Call center eLearning: Top 10 buzzwords
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right ... Top Buzzwords
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Knowledge management in the call center: Top 10 buzzwords
Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center. Top Buzzwords
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Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market. News | 08 Aug 2011
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Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010. News | 29 Nov 2010
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Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications. News | 28 Aug 2008
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Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center... Tip
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Tridion Web content management system upgrade aids children's group
Compassion International’s Web content management redesign using SDL Tridion paid off in increased Web traffic, site agility and improved donations. Feature
-
Forrester: Customer experience management sets WCM tools apart
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market. News
-
Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010. News
-
Salesforce.com acquires InStranet, adds knowledge management to CRM suite
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications. News
-
Effective eLearning training in the call center: Eight tips for success
Too often, organizations see eLearning as a "quick fix" or a replacement for coaching, which it is not. In her latest column, Donna Fluss discusses common pitfalls and outlines eight tips to designing a successful eLearning program in the call center... Tip
-
Call center eLearning: Top 10 buzzwords
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right ... Top Buzzwords
-
Knowledge management in the call center: Top 10 buzzwords
Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center. Top Buzzwords
About Customer self-service software
Before you purchase or install customer self-service software, use our information resources to make sure you’re fully up to speed on Web-based self-service technologies and processes. Get expert advice on deploying a customer self-service system and evaluating self-service Web application software. Read news stories about customer self-service application trends and market developments, and learn about technologies such as self-service kiosk software and customer self-service portal products. Find out in case studies how other organizations are using self-service applications. Take advantage of tutorials, guides, videos and podcasts to get detailed knowledge of online self-service concepts and the issues to consider when deciding whether customer self-service tools are right for your organization.