Zendesk is named a leader in the 2020 Gartner Magic Quadrant for the CRM Customer Engagement Center. Every year, Gartner conducts a thorough analysis of service providers in the customer service and support application space. We believe the Gartner Magic Quadrant for the CRM Customer Engagement Center report provides valuable information for business leaders who seek technology solutions for interacting and engaging with their customers.

From cat videos to Netflix shows, there are tons of distractions that an employee faces — especially if they use the internet for work purposes. So to ensure that they’re actually doing the right thing, you might decide to record employee computer screens. But won’t that violate their privacy and land you in legal trouble? In most cases, yes. So should you or should you not spy on your employees’ computer screen? Don’t worry!

Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary for any business that wants to use both to streamline internal operations and establish consistency in their message.

Contact centers have been around since the 1960’s and have outgrown their initial purpose of marketing and selling, to become the engines of the Customer Experience Industry. We’ve come a long, long way from where we were. Technology has helped contact centers become much more effective. We’ve moved from automatic dialers to IVRs and, thanks to the internet, we now have cloud telephony such as CCaaS & UCaaS platforms to enable better communication between companies and customers.

New shared initiatives make it easier for teams to manage their AWS resources in Slack

New shared initiatives make it easier for teams to manage their AWS resources in Slack

Raise your hand if you love spending hours searching for a comment, task, or document. Anyone? Bueller? Searching for that one comment is like looking for a needle in the haystack, yet it’s universally experienced by millions of knowledge workers around the world. In fact, the average knowledge worker spends 60% of their day on work about work, which includes shuffling between up to 10 tools per day.

Live chat software has been booming before the pandemic, and will continue to do so for the foreseeable future. Allied Market Research projects its value at $997 million by the year 2023, with a compound annual growth rate of 7.5%. The software-as-a-solution (SaaS) has also evolved beyond the simple chat groups where individual team members meet virtually and exchange ideas.