Blog Customer Service Automation Solutions: Pros and Best Practices
April 14, 2021
Automation in customer service is often thought to be an impersonal approach to handling customer problems and questions.…
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Blog Top 12 CX Leaders to Look out for in 2021
March 29, 2021
There’s no shortage of customer experience (CX) thought leaders, so narrowing it down to the “Top 12” proved…
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Blog AI Solution for Customer Support: 5 Unique Benefits
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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Blog What Are the Key Principles of Knowledge Management?
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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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.
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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…
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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…
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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…
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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…
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KMS Lighthouse acquires Reps AI Enabling AI Automation & Cutting Average Handling Time by Half