With the growing importance of complete customer service initiatives, especially in vertical industries like healthcare, financial services, government, and telecommunications, contact center agents ...

Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...

Ashok, CEO of UnfoldLabs, is an innovation veteran who believes in making the world a better place with futuristic technology products. The global market for knowledge management (KM) was worth $381.5 ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Microsoft is rounding out its Dynamics CRM (customer relationship management) product by acquiring Parature, maker of cloud-based software companies can use to create self-service portals for ...