Email Alerts
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Content analysis tools earn chops in research on social media data
Many organizations are discovering that content analysis tools can help validate market research efforts and hone their messages by mining customer-sentiment data available on social networks. 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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Effective social media strategy: A must for success in a social world
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. News | 16 Nov 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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Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure. News | 27 May 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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The role of librarians in business intelligence and knowledge management
Librarians, or information scientists, as they are also referred to these days, are trained precisely in the skills that a knowledge manager or a business intelligence analyst often needs. News | 09 Oct 2007
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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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Effective social media strategy: A must for success in a social world
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. News
-
Content analysis tools earn chops in research on social media data
Many organizations are discovering that content analysis tools can help validate market research efforts and hone their messages by mining customer-sentiment data available on social networks. Feature
-
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
-
Monsanto ties together SAP CRM, Portal KM and Cisco telephony
Monsanto revamped its customer service operations with an upgrade to SAP CRM 6.0 that leveraged the KM portal and a Cisco infrastructure. 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
-
The role of librarians in business intelligence and knowledge management
Librarians, or information scientists, as they are also referred to these days, are trained precisely in the skills that a knowledge manager or a business intelligence analyst often needs. News
About Customer service and call center knowledge management software
Knowledge management strategies often involve customer relationship management (CRM) programs. In this section, you can learn about customer service knowledge management and call center knowledge management software and how to incorporate it into your organization’s knowledge management process. Read news stories about CRM knowledge management trends and technology developments, and get expert tips and advice on deploying and using knowledge base management software in customer service departments and call centers. Learn about the benefits and challenges of customer knowledge management projects at other organizations, and find detailed and practical resources in tutorials, guides, book excerpts, videos and podcasts.