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 ...

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 ...

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 ...

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 ...

The case study, presented jointly by Bloomfire CMO Dan Stradtman and uBreakiFix Senior Director of Product Operations Jarrod Hancock, demonstrated how organizations can eliminate the "tribal knowledge ...

Knowledge bases are powerful self-service features that improve customer satisfaction, enhance user experience and reduce customer support costs. The knowledge base can also be an SEO goldmine if ...