Resource Center

Blog
Blog What Are the Most Important Call Center Agent Performance Metrics?
January 25, 2021
Tracking and analyzing call center agent performance metrics should be part of your strategic business plan.
Read Post
Blog Chatbots vs. Virtual Assistants for The Enterprise
January 18, 2021
More companies are focusing on designing customer-centric approaches to live support. They’re hiring and training more qualified agents using…
Read Post
Blog How to Reduce Your Average Call Time Fast
January 12, 2021
Average handle time (AHT), is one of the top call center metrics for measuring efficiency. How does your…
Read Post
Blog Distributed Call Centers Knowledge Management Best Practices
January 4, 2021
Knowledge management in call centers makes it easier for agents to find and use information. Customers expect and…
Read Post
Blog Ways to Reduce Average Handle Time in a Contact Center
December 28, 2020
Exceptional contact center performance is measured by how responsive your agents are and how quickly they’re able to…
Read Post
Blog Advantages of AI Customer Service Automation
December 22, 2020
Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…
Read Post
Blog What is Knowledge-Centered Support (KCS) exactly?
December 14, 2020
Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer,…
Read Post
Blog The Value Of Customer Self-service Portal in The Digital Transformation
December 7, 2020
A customer self-service portal empowers customers to request services, find information, and solve problems. Think of it as…
Read Post
Blog How to Implement a Company-Wide Knowledge Management System
November 30, 2020
A well-designed and fully implemented knowledge management system (KMS) that’s available to everyone involved with services lifecycles (which…
Read Post

KMS Lighthouse acquires Reps AI Enabling AI Automation & Cutting Average Handling Time by Half