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

8 tips to build and manage a customer service team

While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
call center

A call center is a centralized department that handles inbound and outbound calls from current and potential customers. Continue Reading
chatbot

A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions. Continue Reading

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

Call center vs. contact center: What's the difference?

Call centers and contact centers provide customer service in different ways. Decision-makers should understand which option best fits their organization's needs to optimize CX. Continue Reading
Top 10 contact center platforms of 2021

Contact centers enable organizations to support customers through various channels, but finding the best-suited platform can be difficult. Explore 10 options in this expert tip. Continue Reading
On-premises vs. cloud contact center: What's the difference?

On-premises and cloud contact centers differ in terms of costs, staff requirements and management. Organizations must weigh both options to find the right fit. Continue Reading

Learn to apply best practices and optimize your operations.

Top 7 call center agent performance metrics to track

To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
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

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

Top 5 challenges in field service management

Many organizations overlook field service management in their customer service strategies, yet this area -- and its challenges -- are critical to CX success. Continue Reading
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