Customer service and call center knowledge management software

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Customer service and call center knowledge management software News

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.
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.
March 02, 2015 02 Mar'15
Contact center knowledge management gives agents clickable intel

Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.

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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
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
Workplace collaboration tools aren't a nice-to-have anymore

Workplace collaboration software isn't just about convenient employee chat options. It's making employees and external partners more productive. Continue Reading

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

ECM gets a show of support from Zendesk Guide Enterprise

Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
Steady streams of social data present challenges for social business

Companies struggle to manage the volume of social data they generate and how to create digestible data insights for their business stakeholders. Continue Reading
Social business evolves to 3.0?

Some experts say social business is dead. But others say it's entering its third chapter of better data insight. Continue Reading

Learn to apply best practices and optimize your operations.

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
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
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

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
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
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