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.

Bring yourself up to speed with our introductory content

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
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
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

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

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
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

Learn to apply best practices and optimize your operations.

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
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
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

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

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
Getting the most out of business collaboration software: Rules to live by

Companies that have made the leap and use collaboration software offer up some rules to live by in creating effective communities. Continue Reading