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Knowledge management strategy 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
July 12, 2017
OpenText's new AI platform -- which combines open source machine learning with advanced analysis to acquire, merge, manage and analyze big data -- takes aim at Watson.
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.
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
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Organizations like to use PerformancePoint as a way for users to interact with visualizations, but it doesn't work with Power BI apps, which can be a problem. Continue Reading
Content analytics for CMSes mines business value from free text in data lakes, so it's time to go prospecting for gold with this advanced technology. 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
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Guide Enterprise captures insights and curates knowledge bases for customer service representatives and customers while helping large support teams streamline content production. Continue Reading
Content personalization isn't new; Amazon weaponized it, and Jeff Bezos is the world's richest man. New tools are putting it within reach of more companies. Continue Reading
Content analytics moves beyond the tried-and-true web analytics style of insights, adding natural language processing and images and video recognition to the enterprise IT arsenal. Continue Reading
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The SaaS company recently launched Commerce Manager to integrate enriched content with e commerce systems, and it earlier established a strategic technology partnership with Magento. Continue Reading
Content personalization continues to expand within companies as maturing technologies make it a viable marketing option for customer engagement strategies. Continue Reading
Workplace collaboration tools are becoming an integral part of efficient teamwork -- and the software is finally catching up. Continue Reading
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Augmented reality headsets for garage mechanics speed collaboration between repair shops and experts in the home office to solve difficult mechanical issues. Continue Reading
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
Organizations are eager to adopt BI initiatives as demand for efficiency grows, but these five mistakes can easily derail any progress. Here's how to avoid them. Continue Reading