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Knowledge Management: How To Retain Agent Expertise If They Leave

Salesforce Marketing Cloud

They understand your product or service and know how to quickly address common customer issues and questions. They can turn sour customer interactions into positive ones, and are a great mentor for junior staff. Without their knowledge and expertise, you put customer satisfaction at risk. How much of it is duplicative?

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The Google anti-trust trial: A deep dive into the details

Martech

Google is on trial for allegedly using underhand tactics to ensure it stays the world’s leading search engine. Justice Department claims Google, which owns a 90% market share in search, paid massive sums to companies like Apple to make it the default search engine on products like the iPhone. Google is ‘using clicks in rankings’ (Sept.

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31 free social media templates that will elevate your workflows

Sprout Social

If they had more time, they’d spend it responding to customers and planning strategic initiatives. Social media strategy templates A documented social media strategy sets the foundation for more consistent messaging, branding and reach over time. Use it to set marketers and agents up for social customer care success.

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The Responsible Approach to Generative AI

Content Standard

If you’ve been reading the news, you know: OpenAI’s ChatGPT, Microsoft’s Bing, and Google’s Bard are all proven to generate false information. Generative AI tools, including image generators, have a well-documented tendency to generate discriminatory outputs.

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What Does AI Transparency Look Like? It Depends on Your Industry

Salesforce Marketing Cloud

The research, led by Stanford University, found all 10 major foundation model companies, including Google and OpenAI, were “lacking” in transparency. Innovate with AI, responsibly With built-in intelligence, Einstein AI helps your teams engage with empathy, increase productivity, and scale customer experiences.

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Marketo’s August releases: A manager’s guide

Martech

It’s called on Google to help. A forms permissions capability aimed at ensuring forms are properly reviewed and limiting who has permission to publishing/updating. A slew of Dynamic Chat features that improve customer experience and make chat more useful. Limit nefarious bot activity with Google v3 CAPTCHA integration.

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SEO Bright Now: May 5, 2022

Brightedge

So we think it’s excellent news that Google is testing two additions to featured snippets—“From the web” and “Other sites say”—that give exposure to additional sites. In other news, Google has made its first public reference to SpamBrain, an AI-powered spam filter, in its 2021 webspam report. Snippets account for 35.1%

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