Analytics Contact Center Knowledge Base
We can look at reports and numbers all day, but for those on the front lines like contact center managers, editors and knowledge managers, action is key. So...
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,...
Knowledge Base Knowledge Management
There is an old saying that says, “Knowledge is power” and although many of us try to deny this, and even fight against it (especially in youth) at some...
Contact Center Customer Service Knowledge Base
Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer...
Knowledge Base Knowledge Management
When considering a new solution to add to your company portfolio, the top items to consider are “What are the benefits and return on investment this solution...
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.
Knowledge Base Knowledge Management
The best knowledge base software delivers measurable improvements for customer service teams struggling with information overload, long AHT and inconsistent...
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,...
Customer Service Knowledge Base
You’re a customer service agent and it’s 8:00 am in the morning and you sit down at your desk with a cup of coffee and login.
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...
Knowledge Base Knowledge Management
Knowledge-Centered Service (KCS) is a methodology based on how to manage and create knowledge effectively to support your key business processes. When...