Talla is taking aim at the customer service industry with its latest release, an AI-infused knowledge base. Today, the company released version 2.0 of the Talla Intelligent Knowledge Base. The company ...

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

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

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 ...

In most large organizations, the SEO function sits within the marketing branch – and for good reason. Quality SEO strategies are often focused on increasing awareness traffic or improving the number ...

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 ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

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 ...