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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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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