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Customer self-service software News
August 03, 2018
Prospective users are already interested in Google's recently unveiled Contact Center AI system, and Google partners are avidly trying to sell it. But some in industry urge caution
August 08, 2011
Forrester cites customer experience management (CEM) capabilities as the set of differentiators among a growing and fragmented Web content management product market.
November 29, 2010
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.
August 28, 2008
Salesforce.com's largest acquisition to date will bolster its service suite, adding knowledge management to its Customer Portal and Service and Support applications.
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Here are the three steps content producers and publishers need to take to ensure effective delivery of Google micro-moments. Continue Reading
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Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated. Continue Reading
Imagine winnowing down a software platform from 25 vendors -- what Wendy's did when choosing its WCMS. The burger firm made the complex task simpler with a scorecard ranking system. Continue Reading
Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
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Content personalization continues to expand within companies as maturing technologies make it a viable marketing option for customer engagement strategies. Continue Reading
Expert Scott Robinson discusses the effect of the latest Twitter acquisition of Periscope and how it can shake up the enterprise. Continue Reading
The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. 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