Customer service and call center knowledge management software
New & Notable
New: 4 Ways WCM Tools Have Evolved
Uncover 4 ways WCM has evolved into digital experience management (DEM), 4 steps to help you plan your own DEM initiative that drives action on your sites, how AI-assisted image and video search is the next content frontier, and more.
Customer service and call center knowledge management software News
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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.
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August 31, 2015
31
Aug'15
Sophia knowledge management system poised for ROI at Johnson & Johnson
By taking advantage of data residing in a knowledge management system, researchers at Johnson & Johnson could cut product testing costs.
Customer service and call center knowledge management software Get Started
Bring yourself up to speed with our introductory content
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outbound call
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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Nine skills every call center agent job requires
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
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Proliferating enterprise collaboration tools reshape the workplace
Workplace collaboration software isn't just about convenient employee chat options. It's making employees and external partners more productive. 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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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
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5 benefits of PowerApps forms for SharePoint
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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Where's the beef? Wendy's chooses an open source WCMS
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
Manage Customer service and call center knowledge management software
Learn to apply best practices and optimize your operations.
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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
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Conversica cloud AI software tackles sales leads
The artificial intelligence assistant from Conversica helps sales representatives initiate leads, follow up with potential customers and focus on closing deals. Continue Reading
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Building a brand: Do all roads lead to Rome?
Companies take a variety of paths to build their brand and generate customer trust. 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
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Modernizing business collaboration software from the inside out
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
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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