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Customer service and call center knowledge management 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
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.
August 31, 2015
By taking advantage of data residing in a knowledge management system, researchers at Johnson & Johnson could cut product testing costs.
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An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Continue Reading
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
Workplace collaboration software isn't just about convenient employee chat options. It's making employees and external partners more productive. 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
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
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Workplace collaboration tools are becoming an integral part of efficient teamwork -- and the software is finally catching up. 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
Companies take a variety of paths to build their brand and generate customer trust. Continue Reading
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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
Companies that have made the leap and use collaboration software offer up some rules to live by in creating effective communities. Continue Reading