Featured
Customers have always been thrilled by the ability to self-serve. That joy has become an expectation as more than 90% of consumers say they expect a brand to provide some form of self-service. To be distinguished, simply having a self-service option is not enough. You need to back your offerings with an accurate knowledge management system. As you evaluate your options for potential customer self-service options, it is critical to have a clearly defined list of what is important to you.
Featured
Apr 8, 2019

5 Essentials for Your Knowledge Management Software Needs

Customers have always been thrilled by the ability to self-serve. That joy has become an expectation as more than 90% of consumers say they expect a brand to provide some form of self-service. To be distinguished, simply having a self-service option is not enough. You need to back your offerings with an accurate knowledge management system. As you evaluate your options for potential customer self-service options, it is critical to have a clearly defined list of what is important to you.
Read More »
Featured
Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.
Featured
Oct 20, 2017

Knowledge Management in the Call Center: 6 Ways You’re Getting It Wrong

Today’s consumers want answers, and they want them now. When they contact you for support, they expect to be served by someone who knows your products and services inside and out, but for most companies, that involves more memorization than even a Jeopardy champion could handle. So what are you doing wrong? Here are six best practices for using knowledge management in the call center to make every agent an expert.
Read More »
Featured
Creating and maintaining a knowledgebase is like going to the gym. You know you should do it because it will be good for you in the long run, but it's difficult to get motivated. And despite what those late-night infomercials might say, there really isn't a quicker, easier way to get to the end result -- not for fitness, anyway. But there is an easier way to create and maintain an accurate knowledgebase despite constant organizational changes. Here are three ways to tackle the task of knowledge management without losing your head.
Featured
Dec 30, 2016

3 Ways to Keep Your Knowledgebase in Great Shape

Creating and maintaining a knowledgebase is like going to the gym. You know you should do it because it will be good for you in the long run, but it's difficult to get motivated. And despite what those late-night infomercials might say, there really isn't a quicker, easier way to get to the end result -- not for fitness, anyway. But there is an easier way to create and maintain an accurate knowledgebase despite constant organizational changes. Here are three ways to tackle the task of knowledge management without losing your head.
Read More »
Featured
In order to maximize your voice of the customer data you need to marry this information with other structured and un-structured data.  This combined view gives new views into customer sentiments and behaviors.  Many organizations struggle to analyze this information successfully because of the ineffective, manual processes required to do so.  Automating the process allows you to find and act on the needle in the unstructured data haystack.
Featured
Dec 9, 2014

Leverage Voice of the Customer Insights as a Strategic Business Asset

In order to maximize your voice of the customer data you need to marry this information with other structured and un-structured data. This combined view gives new views into customer sentiments and behaviors. Many organizations struggle to analyze this information successfully because of the ineffective, manual processes required to do so. Automating the process allows you to find and act on the needle in the unstructured data haystack.
Read More »
Featured
The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Featured
May 5, 2014

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Read More »