Resource Center

Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…

Also referred to as knowledge-centered services, knowledge-centered support (KCS) describes a process where support teams provide real-time customer,…

A customer self-service portal empowers customers to request services, find information, and solve problems. Think of it as…

A well-designed and fully implemented knowledge management system (KMS) that’s available to everyone involved with services lifecycles (which…

It’s the route to every important business objective and the path to increasing revenue. It determines brand loyalty…

With customers expecting—and demanding—experiences with the brands they choose to do business with, getting the customer experience right…

Cloud-based knowledge management brings a lot of benefits to the table. It simplifies information sharing, facilitates real-time collaboration,…

An investment in knowledge always pays the best interest. Benjamin Franklin, one of America’s first promoters of shared knowledge…

Like a lot of things related to content management, enterprise content management (ECM) and web content management (WCM)…