Knowledge Management

Customer satisfaction is the umbrella metric of any contact center. Our industry thrives on happy customers and top-notch experiences. Delivering on that overarching goal has always been easier said than done, however, and the disruption...

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests and new questions—often unprecedented and even unimaginable. How support organizations...

If you work in a call or contact center, you know that agent productivity is essential to your center’s success. You can do a few key things to help improve your team’s productivity. First,...

In today’s fast-paced world, running a thriving call or contact center is only possible with a structured, up-to-date, and usable/easily navigable knowledge management system (KMS). Having such a KMS can differentiate success and failure....

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government...

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an “I’ll get back to you” from a contact center agent....

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise, and the remote workforce will remain, at least partially, distributed...