AWS Machine Learning

APRIL 8, 2024

At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. Virginia) and US West (Oregon).

APIs 105

APIs Construction Chatbots Accountability 105

ShepHyken

OCTOBER 29, 2021

Using a call center software that’s backed by knowledge management adds to the advantage. It boosts efficiency, spreads knowledge, ensures better content consistency, improves customer service quality thereby increasing the loyalty and trust of the customers. Your call center knowledge base must integrate with all of the channels.

call center software 190

call center software Call Center Customer Support Scripts 190

Eptica

AUGUST 19, 2022

Why knowledge management is essential for your contact centre. Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice. Share this page on: Tweet.

Best practices 106

Best practices B2B Metrics Management 106

CCNG

JANUARY 4, 2023

What is less consistent is the utilization of advanced tech­nology to provide knowledge to both agents and custom­ers in user-friendly, accurate ways. So where are we with knowledge management tools in our industry? We see these elements as constants across virtually all of our clients and contacts. How can this be done?

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Eptica

JULY 8, 2022

Date: Friday, July 8, 2022 Author: Pauline Ashenden - Demand Generation Manager Why knowledge management is essential for your contact centre. Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre.

Management 71

Management Best practices B2B Customer Service 71

Eptica

NOVEMBER 19, 2021

Categorie(s): Best Practice Today, customer service is central to differentiating your company. Tags: FCR, First Contact Resolution, Customer experience, knowledge management, Self service Categories: Best Practice. Share this page on: Tweet. 9 reasons to embrace messaging for customer service.

Best practices 126

Best practices Self service Metrics Customer Service 126

Eptica

NOVEMBER 26, 2021

Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Best practices 105

Best practices Customer Service Management 105

Eptica

MAY 20, 2020

Date: Wednesday, May 20, 2020 Author: Steve Nattress The impact of knowledge on current customer satisfaction. In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. Published on: May 20, 2020.

Best practices 127

Best practices Banking Self service Surveys 127

Talkdesk

DECEMBER 22, 2020

We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software. Best Contact Center Knowledge Base. Best Telecom Services for Call Centers Software. Best Auto Dialer Software. Best Speech Analytics Software. out of 5 stars. ??

call center software 139

call center software Contact Center SaaS CRM 139

Totango

MAY 13, 2022

During the onboarding process, several categories of tools can help you engage customers as they learn how to use your product and encounter frequently asked questions. Some of the most important tool categories and representative providers include: In-app guides: Whatfix. Customer support: Zendesk knowledge bases.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Eptica

OCTOBER 14, 2022

You might also be interested in these posts: 10 top tips for a winning customer service knowledge management system. Categorie(s): Best Practice If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.

Abandon rate 71

Abandon rate Best practices Chatbots Management 71

CSM Magazine

SEPTEMBER 27, 2023

Knowledge of basic financial concepts and the ability to use them in practice enables people to manage their money — keep records of income and expenses, avoid excessive debt, plan a personal budget, and create savings. You can allocate your monthly budget to categories and set limits for each category.

Real estate 59

Real estate Finance Banking Education 59

Eptica

APRIL 16, 2021

Based on our experience we’ve outlined four key areas to focus on, from keeping knowledge up-to-date to increasing the use of self-service and chatbots. Categorie(s): Best Practice How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?

Chatbots 72

Chatbots Self service Best practices Management 72

Nicereply

MAY 11, 2021

Create a Killer Knowledge Base and FAQ. 91% of survey respondents said they would use an online knowledge base if it were available and tailored to their needs. In other words, you have to provide a user-friendly knowledge base where your users can find answers quickly with no need for help from your support agents.

Self service 98

Self service Call Center Customer Support Metrics 98

AWS Machine Learning

MARCH 4, 2024

It excels at intelligent tasks demanding rapid responses, like knowledge retrieval or sales automation. The future of generative AI Looking ahead, customers will build entirely new categories of generative AI-powered applications and experiences with the latest generation of models. with higher levels of intelligence.

Benchmark 136

Benchmark Finance Engineering Enterprise 136

Eptica

JULY 2, 2020

Your value will be not what you know; it will be what you share, Ginni Rometty, IBM Excellent customer service starts with accurate, comprehensive knowledge. (More about Bill Gates ) 4. It is therefore vital to make it easy for customers and staff to access and share information if you want to succeed. More about Ginni Rometty ) 5.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

Customers That Stick

MARCH 24, 2021

In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility.

Customer Service 78

Customer Service Customer Experience Management 78

Eptica

NOVEMBER 6, 2020

Categorie(s): Trends and Markets Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. Learn more by reading the full post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

ProProfs Blog

FEBRUARY 28, 2020

This means: when prompted with a list of brands that make products in a particular category, how well is the customer able to recognize your brand? The question : How familiar are you with these brands in the <product category>? Always remember, knowledge is power!28. Here, you will measure aided brand awareness.

Surveys 143

Surveys Metrics Marketing B2B 143

AWS Machine Learning

OCTOBER 27, 2022

Within a few months, this forecasting solution has helped them reduce product waste by 37%, resulting in cost savings of 22% across 168 stores and three merchandise categories. Specifically: Compared to other categories, short-dated perishables must be sold within a short time window, otherwise they will expire and be discarded.

APIs 97

APIs Best practices Metrics Government 97

Eptica

JUNE 3, 2020

You might also be interested in these posts: The impact of knowledge on current customer satisfaction. Categorie(s): Best Practice Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Share this page on: Tweet. Customer service: why you can learn from the classics.

Multichannel 79

Multichannel Best practices Banking Feedback 79

Eptica

JANUARY 15, 2020

Empower agents through knowledge Customers want fast, consistent but, above all, accurate answers to their queries. Create a centralised knowledge base that is readily accessible by every agent, allowing them to ask questions in their own language and receive up to date information as answers, rather than just searching for keywords.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Netomi

JANUARY 13, 2022

Chatbot Demo Question #1: Does It Connect to Your Knowledge Base? To meet the demands of the modern customer, companies over the past several years have created robust Knowledge Bases (also referred to as Help Centers) on Zendesk and other leading customer experience platforms. Can you use our knowledge base to train an AI chatbot? .

Chatbots 52

Chatbots Analytics Banking Metrics 52

Maru Group

MAY 11, 2021

There are better methods than trying to achieve 100% accuracy in coding Trying to reach 100% accuracy should not be the sole objective of text analytics users – while adjusting and tailoring rules and categories is key for achieving a high level of accuracy, too much interference could actually lead to reduced insight and action from the data set.

Engineering 52

Engineering Enterprise Analytics Best practices 52

AWS Machine Learning

JUNE 27, 2022

You don’t even need deep ML expertise or knowledge of workflow design and quality management to use Ground Truth Plus. This feature comes in handy when there are multiple label categories (for example, Vehicles , Pedestrians , and Poles ) in a dense dataset object, and you want to view labels for one label category at a time.

Feedback 70

Feedback Engineering Quality management Management 70

Monet Software

MAY 27, 2020

Below are the top 5 sessions from our virtual event: AI and KM – From Knowledge Management to Knowledge Automation With artificial intelligence injecting new life into knowledge management, it is suddenly more relevant and necessary than ever. Want to start with what really resonated with our live attendees?

contact center workforce 83

contact center workforce Education Analytics Contact Center 83

Help Scout

AUGUST 24, 2021

We all know the old axiom “knowledge is power.” And though it’s true, there’s a caveat: In order to unlock the power of any knowledge, people first need access to it. Access to knowledge is an issue many businesses face. Luckily, there’s a tool that addresses that very issue: knowledge base software.

Enterprise 107

Enterprise Customer Support Feedback Engineering 107

Customer Service Life

DECEMBER 20, 2023

As I think about things our software can’t do and the quest to find solutions for customers, there are a few categories where it’s particularly valuable to understand our limitations. Note that all of these items require significant brand and product knowledge for contact center agents to understand what can and can’t be done.

Upselling 83

Upselling Contact Center Engineering Banking 83

Andrew Mcfarland

MARCH 28, 2023

These are the following: Unaware – Stakeholders in this category are unaware of the projects or how the results might affect them. Resistant – Stakeholders in this category are aware of the project but are resistant to the change. What are the benefits of a stakeholder engagement assessment matrix?

Construction 48

Construction Management Feedback 48

Global Response

OCTOBER 2, 2023

While there are plenty of companies who fit into the company B category—think Chewy, Southwest Airlines, the Ritz-Carlton, Zappos, Trader Joe’s—there’s plenty of companies who fit into the company A category as well (we won’t name names). But what exactly creates good customer service? Speak in a positive, friendly tone.

Call Center 62

Call Center Scripts Chatbots outsourcing 62

Anexa BPO

FEBRUARY 6, 2023

Anexa is a finalist in categories that recognize the achievements of companies dedicated to customer service, such as Contact Center of the Year over 100 stations for business services. Details about the Stevie Awards for Sales & Customer Service and the list of Finalists in all categories are available at www.StevieAwards.com/Sales.

Sales 40

Sales Customer Service Contact Center outsourcing 40

Calabrio

FEBRUARY 18, 2022

The 2022 Agent Management Value Index Report “provides a baseline of knowledge that organizations can use to evaluate vendors and products, to manage and improve agent management processes.” The categories are: Usability. Build the categories into selection processes and weight them as needed. Access the report reprint here.

Management 52

Management Contact Center Best practices Technology 52

Inbenta

AUGUST 30, 2021

Environment: Resource environment from the Inbenta knowledge base to which the request is applied. Possible options are: Production (default): This environment retrieves the contents/categories published live. Test: This environment retrieves the contents/categories published in the edit. Facebook, mobile, etc.) Default: 0.

Chatbots 59

Chatbots APIs Customer Experience Technology 59

Comm100

DECEMBER 18, 2023

This technology is part of a broader category known as generative models, and it’s increasingly being seen as a game-changer in various fields, including customer service. This artist, the AI, analyzes patterns, styles, and techniques from the data (the artworks) and then uses this knowledge to create new, original pieces.

Chatbots 52

Chatbots Technology Personalization Customer Service 52

Eptica

JUNE 11, 2020

Where there is shouting there is no true knowledge, Leonardo da Vinci Back in February, we found that UK companies could only successfully answer 64% of questions asked on the web, email, Twitter and Facebook and no company was able to answer on all four of these channels. The impact of knowledge on current customer satisfaction.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

Mindtouch

APRIL 9, 2019

An organization’s body of knowledge is a lot like a library. In the same way that libraries ought to be more than just cavernous storehouses for books, organizational knowledge ought to be more than just a flat, hard-to-use repository. Categories to help build sections and shelves. At least that’s the idea.

Enterprise 48

Enterprise Engineering Best practices Customer Experience 48