As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service...
Implementing a knowledge base in your organization can bring far-reaching benefits for employee productivity and customer service KPIs. But any project can be...
Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does...
Some consumers prefer chatbots to real sellers, but despite impressive pilot projects they are yet to meet the demand for widespread use - is it worth the...
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,...