Customer service and call center knowledge management software

Customer service and call center knowledge management software News

November 04, 2019 04 Nov'19
Microsoft Power Platform adds chatbots; Flow now Power Automate

Microsoft changes name of Flow to Power Automate, adds virtual agents to Power Platform among host of robotic process automation tools in latest release.
August 03, 2018 03 Aug'18
Google Contact Center AI makes early inroads in industry

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
January 04, 2017 04 Jan'17
SPP Pumps uses field service software to increase efficiency

After implementing field service software, SPP Pumps managed to get customer invoices processed in less than one day, compared with up to two weeks when using a paper-based format.
November 12, 2015 12 Nov'15
Oracle announces cloud-based CRM knowledge management

Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.

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5 common call center terms to know

Businesses interact with customers in a variety of ways, including via phone calls and chatbots. Here are some call center terms that define these interactions. Continue Reading
AI optimizes content management workflows, personalizes CX

AI is poised to revolutionize content management workflows, bringing order to enterprise documents, greater insights into unstructured data and delight to customers. Continue Reading
outbound call

An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

AI CMS workflows create up close and personal experiences

Incorporating AI into the basic building blocks of CMS workflows optimizes content creation and preparation to personalize interactions with customers over multiple channels. Continue Reading
Successful chatbot content strategies rely on tools, AI

Chatbots aren't a panacea curing customer support issues. Organizations must hone their content quality, organization and management to create successful bots. Continue Reading
5 benefits of PowerApps forms for SharePoint

Microsoft PowerApps has been around since 2015, but it is just now beginning to beat out its predecessor, InfoPath -- originally a straight PDF competitor -- in functionality. Continue Reading

Learn to apply best practices and optimize your operations.

What's next for workplace collaboration?

Workplace collaboration tools are becoming an integral part of efficient teamwork -- and the software is finally catching up. Continue Reading
Conversica cloud AI software tackles sales leads

The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
Building a brand: Do all roads lead to Rome?

Companies take a variety of paths to build their brand and generate customer trust. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Nine skills every call center agent job requires

Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
How to calculate abandoned call rate for a contact center

Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
Modernizing business collaboration software from the inside out

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