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wrong way sign
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.
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abandoned shopping cart
Featured
Jan 14, 2017

How to Reduce Shopping Cart Abandonment in 2 Simple Steps

There’s a lot of advice out there about reducing shopping cart abandonment by improving e-commerce and website performance. But if you look at closely at the numbers, you’ll see that the majority of consumers give up on a purchase because they need answers or a nudge in the right direction. When you focus on the customer’s concerns in the moment, increasing conversions becomes a simple two-step process.
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