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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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…
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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,…
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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…
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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…
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Blog How to Build a Better Customer Engagement Strategy
November 23, 2020
It’s the route to every important business objective and the path to increasing revenue. It determines brand loyalty…
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Blog Best 10 Customer Experience (CX) Podcasts for 2020
November 16, 2020
With customers expecting—and demanding—experiences with the brands they choose to do business with, getting the customer experience right…
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Blog Guide to Cloud Knowledge Base Software: How It Works, Benefits & More
November 9, 2020
Cloud-based knowledge management brings a lot of benefits to the table. It simplifies information sharing, facilitates real-time collaboration,…
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KMS Lighthouse acquires Reps AI Enabling AI Automation & Cutting Average Handling Time by Half