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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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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 is poised to revolutionize content management workflows, bringing order to enterprise documents, greater insights into unstructured data and delight to customers. Continue Reading
An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Continue Reading
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Chatbots aren't a panacea curing customer support issues. Organizations must hone their content quality, organization and management to create successful bots. Continue Reading
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
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Workplace collaboration tools are becoming an integral part of efficient teamwork -- and the software is finally catching up. Continue Reading
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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
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
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