FCR reduces churn and turns customers into brand fans, but how do you increase your first call resolution rate? Here some best practices!
Category: Knowledge Management
Knowledge management within a company is kind of an art. Discover how to be the Michelangelo of knowledge management with the latest trends and technologies.
If you’ve been away for the past few weeks or months—let’s say on holidays or on a spiritual retreat—you might have not heard about the Great Resignation yet. It’s been all over the media and CEOs around the world are throwing up their hands. But what is really happening, and also, why?
Discover in this article why implementing a smart FAQ or knowledge management solution can help answer customer requests and doubts and strengthens brand loyalty and trust.
Chatbots can become the most effective way to serve customers if companies understand how to correctly implement their FAQs into a knowledge base as chatbot intents.
We’ve listed the top Knowledge Management KPIs to help you make sure your KMS strategy is solid and leads to success.
Knowledge is a key asset in every company, it is what allows your staff, and your organization to perform. Knowledge is power. But what is Knowledge Management and why implement a Knowledge Management System?
Knowledge is power… but you need a solid system in place to extract that power successfully. In a customer-centric era focused on providing services with intelligence, availability, and excellence, implementing a knowledge management system (KMS)…
According to IBM, businesses globally spend over $1.3 trillion each year in order to handle approximately 265 billion customer service calls. Self-service solutions, such as chatbots and knowledge management, can help businesses save on customer…
Any online customer service inevitably has to deal with unsatisfied customers. Whether on social networks, by email or in comments, dissatisfied customers will let your business and the whole world know that they’re unhappy. Self-service…
The advantage of employing an effective knowledge base is clear and the results are a win for both customer and company. But how do you build one?