Knowledge management strategy

Knowledge management strategy News

January 13, 2022 13 Jan'22
Lucidworks releases AI-powered search platform

The vendor's SaaS platform includes a newly released application, Connected Search. It's the first of several releases expected over the next year.
October 05, 2021 05 Oct'21
Mailchimp AI tool targets small-business email marketing

The veteran email marketing vendor's new tool, the result of its purchase of martech vendor Inspector 6, is aimed at boosting small businesses' email campaigns with AI.
May 19, 2021 19 May'21
ServiceNow's vision for AI, customer service management

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 18 Mar'21
Adobe courts small businesses with Acrobat Pro package

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.

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
chatbot

A chatbot is a software or computer program that simulates the human conversation or "chatter" through text or voice interactions. Continue Reading
call center agent (call center representative)

A call center agent is a person who handles incoming or outgoing customer calls for a business. 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
Compare 7 headless CMS offerings and their key differences

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
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

Learn to apply best practices and optimize your operations.

Field service management software vendors to know in 2022

The COVID-19 pandemic turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Find out which features vendors offer. Continue Reading
The future of field service management and trends for 2022

Contactless, cashless and self-service abilities mark the new standards for field service. The future of field service brings flexibility and convenience for workers and customers. Continue Reading
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

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
6 reasons why self-service options fail

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 devices speed van repairs at Volkswagen U.K.

Augmented reality headsets for garage mechanics speed collaboration between repair shops and experts in the home office to solve difficult mechanical issues. Continue Reading