Enterprise Software: Page

10 customer service best practices to follow

As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule.

By Reda Chouffani • Dec. 2, 2021

10 examples of AI in customer service

AI and AI-enhanced tools drive efficiency and cost reduction throughout the customer service team.

By Josh Streets • Dec. 2, 2021

Job seekers under 30 reject federal work, alarming lawmakers

The U.S. government's civilian workforce is mostly older, with many nearing or at retirement. The loss of skills is creating a need to attract young adults to federal work.

By Patrick Thibodeau • Dec. 2, 2021

8x8 buys Fuze to expand UCaaS customer base

8x8 plans to acquire fellow UCaaS provider Fuze for $250 million as it looks to increase its global reach and accelerate the addition of new features.

By Mike Gleason • Dec. 2, 2021

Is Rise with SAP a good fit for you?

The service Rise with SAP is likely a good fit for some organizations but not for others. Learn how to decide if SAP's new offering is right for your company.

By James Kofalt • Dec. 1, 2021

13 customer retention strategies that work

As the cost of acquiring new customers exceeds the cost of retaining existing customers, implementing an effective customer retention strategy should be a top priority.

By Sandra Mathis • Dec. 1, 2021

Syspro focuses on hybrid ERP to fuel growth

In this Q&A, Syspro's Scott Hebert explains why the company is walking the line between pure cloud and on-premises ERP for its manufacturing and distribution customer base.

By Jim O'Donnell • Nov. 30, 2021

Zoom to blur lines between video, phone meetings

Zoom Phone head Graeme Geddes said the lines between video meetings and phone calls will blur, allowing workers to choose the best communication tool for their needs.

By Mike Gleason • Nov. 30, 2021

5 workforce management tools for the new normal

Workforce management tools can help supervisors lead a hybrid workforce and ease the transition to a new company normal. Learn about some of the most important.

By Eric St-Jean • Nov. 30, 2021

Technology drives holiday shopping for retail, e-commerce

Black Friday e-commerce sales maintained 2020 gains. Retail traffic is up but hasn't rebounded to pre-pandemic levels. Technology, supply chain, COVID-19 variants all factors.

By Don Fluckinger • Nov. 29, 2021

15 customer service skills and how to develop them

Some customer service skills include problem-solving, empathy, product knowledge and patience.

By Robin Gareiss • Nov. 29, 2021

ProxyShell vs. ProxyLogon: What’s the difference?

ProxyShell and ProxyLogon both affect Microsoft Exchange Servers, but they work in different ways.

By Brien Posey • Nov. 29, 2021

Vendors position ERP as heart of circular economy model

ERP vendors SAP and IFS are positioning themselves at the forefront of enterprise sustainability efforts just as businesses focus on reducing waste and prepare for new regulations.

By Jim O'Donnell • Nov. 24, 2021

The future of customer service: 12 trends to watch

Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.

By Robin Gareiss • Nov. 24, 2021

Workday responds to workforce changes with Vndly acquisition

Workday adds extended workforce management capability to its HCM platform with its acquisition of Vndly. Increasing use of contingent labor and competition motivated the buy.

By Patrick Thibodeau • Nov. 23, 2021

Overview of SAP SuccessFactors HXM Suite

SAP SuccessFactors HXM is the next iteration of SuccessFactors HCM and is meant to help HR departments manage the entire employee lifecycle. Here's a closer look.

By Luke Marson • Nov. 23, 2021

Ericsson to acquire Vonage for 5G development

Ericsson plans to use Vonage's developer community and cloud-based communications platform for 5G software development. The $6.2 billion deal is expected to close next year.

By Mike Gleason • Nov. 23, 2021

6 ways to build customer loyalty for your business

Creating and implementing an effective customer loyalty strategy involves communicating and understanding customers' needs.

By Reda Chouffani • Nov. 23, 2021

8 customer service challenges and how to resolve them

The most important skill for a customer service agent to learn is empathy. That, plus a well-crafted customer service plan, can solve nearly any problem that arises.

By Sandra Mathis • Nov. 23, 2021

Overview of SuccessFactors Opportunity Marketplace

SuccessFactors Opportunity Marketplace's core functionality is providing recommendations for employees, such as a training course. Learn how it could help your company.

By Luke Marson • Nov. 23, 2021

Apple self-service repair unlikely to help businesses

Experts believe small and medium-size businesses will continue using repair shops to fix Apple iPhones and Macs to avoid breaking and replacing the hardware.

By Maxim Tamarov • Nov. 22, 2021

Cisco customer experience manager: What makes good tech CX

Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships.

By Don Fluckinger • Nov. 22, 2021

How can UC tools create a virtual water cooler experience?

Even in a hybrid work environment, the water cooler remains a valuable way for remote employees to communicate and stay engaged -- thanks to UC.

By Jon Arnold • Nov. 22, 2021

system tray

The system tray (or "systray") is a section of the taskbars in the Microsoft Windows operating system user interface that provides easy access icons to the user's most commonly used apps and displays the clock.

By Katie Terrell Hanna • Nov. 19, 2021

strong password

A strong password is one that is designed to be hard for a person or program to guess.

By Katie Terrell Hanna • Nov. 19, 2021