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 ...

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 ...

Consumers' expectations continue to change as many people shift to digital channels for researching, shopping and customer service needs. Companies around the globe are adapting to these evolving ...

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 ...

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 ...

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 ...