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...
A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after...
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...
Contact Center Knowledge Base Knowledge Management
Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why.
Call Center Contact Center CX5 Talks
I talked to Nate Brown, founder of CX Accelerator about the intersection of CX and technology. Nate is a perpetual student of the world’s greatest experiences...
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...
Customer Experience Knowledge Management
I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your...
Knowledge Base Knowledge Management
Knowledge Management Self-Service
The coronavirus crisis has put even more pressure on businesses to reduce costs, nothing new for contact centers who have long suffered from the “cost center”...
Customer Experience Customer Service Knowledge Management
CX Expert Roundtable with Leslie O'Flahavan, Craig Stoss, Nate Brown, Jeff Toister & Arian Swinscoe. Customer Experience or CX is a critical competitive...
Customer Service Knowledge Base Knowledge Management
A knowledge base article is like an apple. A fresh, crisp apple makes a wonderful snack, bakes a delicious pie, and brightens a green salad. But a mushy,...