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Customer service and call center knowledge management software News
November 12, 2015
Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.
August 31, 2015
By taking advantage of data residing in a knowledge management system, researchers at Johnson & Johnson could cut product testing costs.
March 02, 2015
Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.
September 19, 2014
For companies like ESPN and Turner Sports, social media strategy is all about placing content front and center.
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While business collaboration software often focuses on internal challenges, enterprises must also find ways to bring global, mobile and external collaboration into the fold and create unified processes. Continue Reading
In social business, everyone’s an expert these days -- even the frauds. But what are some of the social media rules that could make the difference between success and failure? Continue Reading
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 struggle to manage the volume of social data they generate and how to create digestible data insights for their business stakeholders. Continue Reading
Some experts say social business is dead. But others say it's entering its third chapter of better data insight. Continue Reading
Some experts argue that social media is so ingrained in culture and business operations that the future of social business is so yesterday. Continue Reading
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Companies take a variety of paths to build their brand and generate customer trust. Continue Reading
At the Ritz-Carlton, there's no need to bring all social media channel audiences together into a common community, says Allison Sitch, vice president of public relations at the hotel company. Continue Reading
Companies are increasingly using enterprise collaboration tools to brainstorm ideas in a secure, recordable fashion, internally and beyond the perimeter of a company's four walls. 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
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
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