Contact Center Customer Service Knowledge Management
Automation is more than a path to lowering costs. It can improve both your employee and customer experience by speeding up interactions and reducing friction,...
Customer Service Knowledge Management Self-Service
On my recent trip home to Georgia, my European wife was suddenly denied boarding mid-trip. This was due to a form that she was apparently supposed to file 6...
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,...
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.
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....
Knowledge Base Knowledge Management
The best knowledge base software delivers measurable improvements for customer service teams struggling with information overload, long AHT and inconsistent...
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...