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Blog What Are the Most Important Call Center Agent Performance Metrics?
January 25, 2021
Video Resource What Are the Most Important Call Center Agent Performance Metrics?
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
Video Resource Chatbots vs. Virtual Assistants for The Enterprise
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
Video Resource How to Reduce Your Average Call Time Fast
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
Video Resource Distributed Call Centers Knowledge Management Best Practices
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
Video Resource Ways to Reduce Average Handle Time in a Contact Center
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
Video Resource Advantages of AI Customer Service Automation
Done right, customer service automation creates better experiences for customers and call center agents alike. Customer service automation…
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Webinar Watch the webinar:<br>GE Healthcare Customer Spotlight Story KMS Lighthouse & Forrester Knowledge Management Summit
December 14, 2020
Video Resource Watch the webinar:
GE Healthcare Customer Spotlight Story KMS Lighthouse & Forrester Knowledge Management Summit
Access an exclusive recording of the Customer Spotlight Story with Burg Hughes of GE Healthcare and gain insights…
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Webinar Watch the webinar:<br>Employee Experience Panel KMS Lighthouse & Forrester Knowledge Management Summit
December 14, 2020
Video Resource Watch the webinar:
Employee Experience Panel KMS Lighthouse & Forrester Knowledge Management Summit
Access an exclusive recording of the interactive EX panel featuring industry experts and thought leaders and gain insights…
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Webinar Watch the webinar:<br>Customer Experience Panel KMS Lighthouse & Forrester Knowledge Management Summit
December 14, 2020
Video Resource Watch the webinar:
Customer Experience Panel KMS Lighthouse & Forrester Knowledge Management Summit
Access an exclusive recording of the interactive CX panel featuring industry experts and thought leaders and gain insights…
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Blog What is Knowledge-Centered Support (KCS) exactly?
December 14, 2020
Video Resource What is Knowledge-Centered Support (KCS) exactly?
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
Video Resource The Value Of Customer Self-service Portal in The Digital Transformation
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
Video Resource How to Implement a Company-Wide Knowledge Management System
A well-designed and fully implemented knowledge management system (KMS) that’s available to everyone involved with services lifecycles (which…
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