New & Notable
Customer service and call center knowledge management software News
November 04, 2019
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
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
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
Oracle expands knowledge management tools for its service cloud; SalesforceIQ for Small Business gets Desk.com customer service integration.
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While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Continue Reading
A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions. Continue Reading
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Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Continue Reading
Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Continue Reading
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To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
Knowledge bases provide call center agents with training documents and answers to frequently asked questions as they continue to work from home, handling high call volumes. Continue Reading
Contact centers accommodate all channels of communication, which means hiring managers must train call center agents to keep up with customer demands. Continue Reading
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Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. Continue Reading
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
Companies that have made the leap and use collaboration software offer up some rules to live by in creating effective communities. Continue Reading