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Why Your Contact Center Knowledge Base Needs to be Visual

TechSee

Core challenges for contact centers. Although 91% of companies have invested heavily in contact center knowledge bases, very few are seeing real ROI. Most knowledge bases are hindered by poor usability. Proactive knowledge suggestions. Creating a visual contact center knowledge base.

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THE KNOWLEDGE (R)EVOLUTION: IS YOUR CONTACT CENTER BURNING LABOR DOLLARS?

CCNG

In response, contact centers have been forced to evolve operationally. Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution?

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The Tribal Knowledge Base – Sharing the Wisdom in Customer Service

TechSee

Contact center attrition rates are notoriously high. According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations.

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How To Create An Exceptional Knowledge Base For Contact Centers in 2022?

NobelBiz

It is expected that in 2022, customers will be able to communicate with your contact center over a wide range of channels. So how can your contact center create a unique knowledge base in 2022? The post How To Create An Exceptional Knowledge Base For Contact Centers in 2022?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

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Knowledge Base for Customer Support: Why Do You Need It?

TeleDirect

Having a comprehensive knowledge base is not just for tech companies. Regardless of what industry you’re in, you can improve your customer service and public image by offering your staff and customers a comprehensive knowledge base. If you’re in the dark about using a knowledge base for customer support, read on.

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Guest Post: 5 Contact Center Best Practices That Make Clients Happier

ShepHyken

They provide some tips and tricks to set your business up for success in the contact center. Following best practices and applying hacks has proven fruitful for a lot of contact centers. This shortlist of contact center best practice hacks should set you up for success in the pursuit of customer service excellence.