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February 9, 2021
AI-powered customer service solutions can improve every aspect of your organization, including the online customer experience (CX), brand…
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February 1, 2021
Knowledge management’s original principle was simple: if an organization’s most valuable resource (other than its people) was knowledge,…
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January 25, 2021
Tracking and analyzing call center agent performance metrics should be part of your strategic business plan.
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January 18, 2021
More companies are focusing on designing customer-centric approaches to live support. They’re hiring and training more qualified agents using…
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January 12, 2021
Average handle time (AHT), is one of the top call center metrics for measuring efficiency. How does your…
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January 4, 2021
Knowledge management in call centers makes it easier for agents to find and use information. Customers expect and…
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December 28, 2020
Exceptional contact center performance is measured by how responsive your agents are and how quickly they’re able to…
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December 22, 2020
Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…
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December 14, 2020
Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer,…
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