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Knowledge management strategy News
May 19, 2021
ServiceNow's John Ball discusses the Now Platform's approach to AI, customer service and field service management, and why he left Salesforce as EVP of product for Einstein.
March 18, 2021
As the pandemic disrupts paper workflows, Adobe courts small business users with simple webforms, digital signatures and payments integration with their sites and PDF documents.
October 26, 2020
OpenText releases Cloud Edition 20.4, which gives users more development tools. It also adds applications to OpenText's burgeoning digital experience platform.
July 14, 2020
Acquia's digital experience cloud aims to create a more marketer-friendly environment in its historically developer-centric platform based on Drupal.
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Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles. Continue Reading
Web experience management platforms and content management systems are morphing into digital experience platforms. This introduction to digital experience lays out the basics. Continue Reading
Whether launching a new contact center or updating an existing one, CX leaders must evaluate their contact center technology requirements before selecting a provider. Continue Reading
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This headless CMS comparison chart highlights five key differences, including use cases, features and more, between the top headless CMS platforms in the industry. Continue Reading
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
As headless CMS rises in popularity, IT leaders may wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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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 management and content management both deal with creating, managing and distributing. But there are key differences between the two concepts. Learn more. Continue Reading
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
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Customer self-service platforms free up live agents for more complicated issues, but if this software is not kept up to date, users can become frustrated. Continue Reading
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