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Customer Relationship Management

RightAnswers unveils Version 7 Posted October 03, 2012

Winnipeg, Manitoba, residents now have access to government services across multiple electronic channels including Web, smart phone and Open311 APIs Posted October 03, 2012

Releases new version of Knowledge Spaces Posted September 26, 2012

Full social marketing suite Posted September 19, 2012

"This marks the tenth anniversary of our Trend-Setting Products list..." Posted September 01, 2012

"KPIs (Key performance indicators) are best chosen and understood in the context of strategic plans that identify goals at a higher level..." Posted September 01, 2012

It's simple: Good customer experience—the perception people have of their interactions with your company—keeps them coming back again and again and is often a differentiator. To take digital experience to the next level requires business and technology leaders to collaborate on a digital experience strategy that follows these three rules. Posted September 01, 2012

SaaS model for KANA Express Posted August 30, 2012

Enterprise application software solutions Posted August 13, 2012

SAVO Teams: connecting resources for sales enablement Posted July 18, 2012

Deal brings enhanced capabilities to platform Posted July 10, 2012

Any device access to workplace applications Posted July 09, 2012

Is 2012 the year that virtual assistant technology and other forms of next-generation online self-service dominate the customer service landscape? In this article, we'll explore the topic of online self-service and provide you with eight compelling reasons for why we think it's time for online self-service to shine. Let's first ensure we have a solid understanding of online self-service. Online self-service is about ensuring your customers can get the answers to their questions directly. . . . Posted July 09, 2012

Great customer support remains one of the few differentiators that businesses can sustain over time. Companies that are winning in today's hypercompetitive business environment provide standout customer service by leveraging knowledge to empower contact center agents and enable superior self-service for customers. eGain has delivered KM solutions for multichannel customer support for well over 15 years. In the process, we have compiled hundreds of best practices; here are some of the popular ones. . . . Posted July 09, 2012

If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. Unfortunately, these acrobatics are a sure sign that your search engine is stalling—a direct path to inconsistent service. . . . Posted July 09, 2012

Posted July 05, 2012

Cloud-based provider Trinicom Posted May 01, 2012

Digital brainstorming, research, project management Posted April 24, 2012

Done right, KM can deliver tremendous value to customer service and support. Yet for all the benefits, the software category is marked by confusion—many very different solutions purport to be "KM." Knowledge is in people's heads, and it's hard to capture, even assuming they wanted to share. Knowledge is scattered in many places; it can be stale, and hard to find. To address these challenges, KM tools need to provide one-stop shopping for answers, wherever they are. Capturing knowledge must be easy. And managers need analytics to continually improve the knowledgebase and team performance. Different solution categories take very different approaches to these requirements. . . . Posted April 23, 2012

KANA releases Social Listening and Engagement Posted April 17, 2012

Web experience management solution Posted April 13, 2012

Beefs up cloud capabilities Posted April 11, 2012

IBM Labs develops new high-performance software Posted April 04, 2012

Vivisimo unveils search-based mobile app Posted March 27, 2012

Enables Big Data integration for digital marketing Posted March 08, 2012

Introduces Enterprise 5.0 for VOC, CEM Posted March 06, 2012

Enhance real-time Big Data applications with Apache Hadoop Posted March 01, 2012

Posted February 29, 2012

Customers are increasingly impatient with cumbersome purchase processes or unresponsive service... Posted February 01, 2012

iPerceptions adds instant Concept Clouds feedback Posted January 23, 2012

AvePoint releases DocAve 6 Posted January 18, 2012

Hardware and software system Posted January 11, 2012

Service Suite extends SAP CRM Posted January 11, 2012

Adds to computing management capabilities Posted January 09, 2012

eGain 10 designed for medium-sized businesses Posted December 21, 2011

Posted December 21, 2011

Posted October 29, 2011

Complementary cloud capabilities for customers Posted October 26, 2011

Deal expands value of unstructured data Posted October 20, 2011

Social computing has fundamentally changed the way people share and consume information—ultimately boosting productivity and innovation. Through the use of Microsoft SharePoint and social technologies, business conversations are now occurring in transparent work streams, enabling connections and dialogues to happen more expediently—and in some cases to occur under serendipitous circumstances that might never have occurred. . . . Posted October 16, 2011
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