Knowledge management strategy news, help and research

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.

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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
How do you create a chatbot and connect it to Salesforce?

Salesforce users have two ways to create a chatbot: using an outside platform and connecting finished creations through Salesforce Lightning, or writing it in Salesforce Einstein Bot. Continue Reading
field service management (FSM)

Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices. Continue Reading

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

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
Is headless CMS the future of content management?

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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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
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
Content management vs. knowledge management: What are the differences?

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

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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
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
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