Customer Service KCS Knowledge Management
As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service...
Knowledge Base Knowledge Management
Implementing a knowledge base in your organization can bring far-reaching benefits for employee productivity and customer service KPIs. But any project can be...
Knowledge Base Knowledge Management Salesforce
Salesforce is the top CRM system today but in order to best serve your customer across all channels, your company’s internal knowledge has to be accurate,...
Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019.
Customer Experience Customer Service Knowledge Base
Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
Customer Service Knowledge Management
Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired....
Contact center agents must deal with many issues on a daily basis, these issues can reduce the quality of customer service that the agents are able to provide,...
Knowledge Base Knowledge Management
Implementing a knowledge base can bring substantial long-term improvements. But introducing new software requires careful planning in advance. Here are four...
Artificial Intelligence Chatbot Social Customer Service
From the rise of chatbots to AI and voice, here are the top 5 trends driving change in customer service that we’ve identified in USU’s latest study.
Contact Center Customer Service Knowledge Management
The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan...