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Customer service and call center knowledge management software News
January 28, 2014
According to recent research, the massive popularity of top social media platform Facebook will sputter by 2017, with 80% of its user base defecting.
January 27, 2014
The White House is using social media outreach to address plummeting viewership of the State of the Union address.
January 24, 2014
Why is social media monitoring software so critical for companies to understand their constituencies and respond through products and services?
November 16, 2011
Successful organizations develop a formal enterprise social media strategy. According to Altimeter Group, they do this by moving through five stages representing a social business hierarchy of needs.
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Enterprises are increasingly creating social media strategies. But misunderstanding which social platform suits which audience can spell disaster. Continue Reading
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Companies that have made the leap and use collaboration software offer up some rules to live by in creating effective communities. Continue Reading
Are collaboration software tools moving beyond networking and engagement to customer service and real product innovation? Continue Reading
As enterprises delve into social media monitoring, they need to know how to choose the right social media KPIs -- and what the numbers mean. Continue Reading
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The success of a collaboration software tool starts long before its purchase. First design a collaboration strategy that delivers measurable results. Continue Reading
The luxury fashion company has navigated the intersection of e-commerce and enterprise social networking strategy to create a sticky brand. Continue Reading
There are different ways to deliver content for managing the customer experience, but it's essential to use the right ones for successful CEM. Continue Reading
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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 ... Continue Reading