Customer service and call center knowledge management software
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Customer service and call center knowledge management software News
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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.
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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
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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.
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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.
Customer service and call center knowledge management software Get Started
Bring yourself up to speed with our introductory content
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Telephone Consumer Protection Act (TCPA)
The Telephone Consumer Protection Act (TCPA) of 1991 is a federal law that places restrictions on telephone solicitations and robocalls. Continue Reading
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Creating the right self-service content for customers
Businesses need to provide useful content to customers to help them solve problems without contacting customer service. Providing effective content gives customers answers quickly. Continue Reading
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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
Evaluate Customer service and call center knowledge management software Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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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
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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
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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
Manage Customer service and call center knowledge management software
Learn to apply best practices and optimize your operations.
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Knowledge bases benefit customer service, call center training
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
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9 skills that call center agents need for success
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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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
Problem Solve Customer service and call center knowledge management software Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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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