Netomi

MARCH 2, 2022

Finding ways of providing options for customers to easily assist themselves will continue to be critical, and one of the primary ways that companies offer self-service is with online help centers, or knowledge bases. Knowledge Bases: An Overview . They say that knowledge is power. Scaling your customer support?

Self service 52

Self service Enterprise Chatbots Customer Support 52

Comm100

NOVEMBER 5, 2020

For customer service, that means collecting, centralizing, and sorting important information into a well-crafted internal knowledge base. An internal knowledge base is where customer support agents (and the entire staff) can access information about your company’s processes, products, and more. Gather your content.

Metrics 52

Metrics Customer Service Scripts Surveys 52

Lumoa

MAY 30, 2024

The PDF export option is already live, and you can read more about it in our knowledge base. AI Answers allow you to create a question that will be associated with each feedback. Contact your CS manager or email help@lumoa.me Below is an example of what your PDF export might look like: AI Answers now has more questions!

B2C 83

B2C Feedback Management 83

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. Regularly update training materials based on customer feedback. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.

Customer centricity 338

Customer centricity B2C Feedback Upselling 338

Nicereply

NOVEMBER 16, 2022

As a support manager, you probably work daily with a bundle of online tools. As experts in their craft, they know which tool to use in a given situation, based on the business need or specific task at hand. But what are the tools every support manager needs to know about? Critical tools for every customer support manager.

Management 98

Management Analytics Feedback Surveys 98

Kayako

DECEMBER 13, 2017

A knowledge base offers your customers 24/7 support. If you’re starting from scratch, a knowledge base article is a good stepping stone to creating a self-service library for your customers. What is a knowledge base article? What’s the difference between a knowledge base article and a FAQ?

Self service 88

Self service Best practices Education Accountability 88

bold360 Blog

NOVEMBER 4, 2019

Here it is nearly 2020, and knowledge bases are still a hot topic. In fact, Forbes and CIO Review recently published articles about why knowledge bases (KB) are the next big thing, and how AI can help CIOs make knowledge management (KM) systems more impactful, respectively. Why is a knowledge base important?

Construction 40

Construction Analytics Feedback Engineering 40

ProProfs Blog

SEPTEMBER 24, 2020

That’s why every brand needs to understand the importance of customer experience and how to leverage the collected customer feedback to continually improve it. . As a brand, you need to make sure that they are treated well and get what they want to get exceptional customer feedback in return. . Offer product tours.

Feedback 141

Feedback Surveys Analytics Customer Support 141

CSM Magazine

OCTOBER 26, 2023

They offer employees the opportunity to receive feedback and enhance their skills. Traditionally, these reviews were conducted by managers or supervisors who assessed the performance of their reports. Managers may only observe employees in situations leading to an understanding of their overall performance.

Feedback 52

Feedback Employee engagement Surveys Management 52

Nicereply

MAY 23, 2024

Project managers are responsible for ensuring project success through effective collaboration, communication, and management. What are Project Management Skills? Project management skills are characteristics or traits one needs to take a project from inception to completion.

Management 52

Management Education Quality management Finance 52

Lumoa

FEBRUARY 29, 2024

If you would like to beta test the feature, please contact your CS manager or email help@lumoa.me You can see all of the available styles from this article on custom colors in our knowledge base. If you are interested in this feature, please contact your CS manager or email help@lumoa.me to learn more!

Feedback 83

Feedback Management 83

Kayako

JULY 28, 2022

Adding more channels complicates customer relationship management, leading to many side trips and alternate routes, all of which the company must manage to avoid losing the customer. The place to start with a self-service first strategy that benefits customer engagement and experience is to improve knowledge management for customers.

Management 98

Management Customer Service Self service B2C 98

ProProfs Blog

DECEMBER 17, 2021

In-app feedback tools help businesses to collect real-time customer feedback , which is essential for a thriving business strategy. In-App feedback mechanisms are convenient, which allow users to share their concerns without disrupting their mobile app experience. What is an In-App Feedback Survey? Include a Progress Bar.

Feedback 78

Feedback Surveys APIs Customer centricity 78

delighted

JANUARY 7, 2022

Fortunately, there is a way to bridge that gap: real-time customer support feedback. The value of customer feedback in the process of providing a great customer service experience cannot be stressed enough. How customer support feedback bridges the experience gap. Find the right feedback tool for your business.

Feedback 80

Feedback Customer Service Surveys Advertising 80

Talkdesk

SEPTEMBER 18, 2020

This is a guest blog from Pratik Salia, product manager at Knowmax , a Talkdesk® AppConnect ™ partner. Today, agents can no longer give a shout across the room to a subject matter expert (SME) and supervisors can’t just walk down the aisle to assist agents with the right knowledge while they’re on a call.

Management 116

Management Average Handle Time First call resolution Self service 116

Lumoa

FEBRUARY 13, 2024

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! If you want to get access to the Ask Lumoa Beta, contact your CS manager who can tell you more! More information can be found from our knowledge base.

Feedback 83

Feedback Accountability Management Personalization 83

JustCall

APRIL 5, 2023

The need for customer success management is fairly new and fast becoming pertinent. With an increasing number of B2B and B2C companies switching to subscription-based models, businesses are facing new challenges. What is customer success management or CSM? CSM allows you to manage the various aspects of the customer life cycle.

Management 52

Management CRM Analytics Customer retention 52

ShepHyken

APRIL 15, 2022

This week, we feature an article by Manpreet Chawla, senior digital marketing specialist at Knowmax , a knowledge base management solution for enterprises looking to provide exceptional customer experience to their customers via enhanced agent satisfaction. Incorporate feedback to optimize customer support .

Customer Experience 177

Customer Experience Customer Support Enterprise Scripts 177

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. These check-ins can include company updates, performance feedback, or queue assignment information.

Customer Support 121

Customer Support Management Feedback Self service 121

Lumoa

APRIL 8, 2024

We have a message from our founders that will cover everything in more detail, but to be brief, the Lumoa you know will not change – only now we can do more to help you manage the voice of the customer! Contact your CS manager or email help@lumoa.me New guides in the Knowledge base to level up your Lumoa experience ????

Surveys 83

Surveys Feedback Management Personalization 83

Fonolo

JULY 21, 2020

Saying you have an open-door work policy is easy; making sure that your contact center agents feel comfortable voicing their concerns to management is much more challenging. Saying you have an open-door policy is easy; making sure your contact center agents feel comfortable voicing their concerns to management is much more challenging.

Contact Center 118

Contact Center Management Call Center Construction 118

Nicereply

AUGUST 19, 2021

A knowledge base needs to be a priority for your organization. Having clear, searchable, shared knowledge benefits your employees, your customers, and, when done well, your products. Simone Secci , Head of Support at Doodle , built a collaborative knowledge management strategy that helped solve these problems and more.

Management 52

Management Self service Feedback Marketing 52

AWS Machine Learning

MAY 14, 2024

An important aspect of developing effective generative AI application is Reinforcement Learning from Human Feedback (RLHF). RLHF is a technique that combines rewards and comparisons, with human feedback to pre-train or fine-tune a machine learning (ML) model.

Chatbots 84

Chatbots Feedback Engineering Entertainment 84

Balto

JUNE 13, 2022

On the flip side, we also need to keep an eye on escalations and manager requests. When customers ask to speak to a manager, they’re usually not happy. So, as we continue our KPI series over the coming weeks, in this article we’re going to focus on manager requests and how to reduce them. Better Training.

Management 52

Management Contact center software Coaching Contact Center 52

ProProfs Blog

DECEMBER 16, 2020

To make instant help possible, you’ll need live chat software to manage support during the holidays on your website besides offering phone and email platforms. You will have to come up with strategies that will help your support team manage live chat during the holiday season. 7 Tips to Manage Live Chat During the Holiday Season.

Management 147

Management Chatbots Sales Upselling 147

Kayako

MARCH 16, 2017

Answer: When they are a writing a knowledge base to help customers solve their problems quickly and reduce repetitive conversations with your support team. Writing documentation for a knowledge base is hard. The only way to do that is to cater to best practices in a knowledge base.

Best practices 38

Best practices Self service Customer Support Government 38

Babelforce

JANUARY 20, 2022

Call center managers have one hell of a challenge sometimes, and it’s a challenge to keep a level head. But, if you can master these 6 essential call center manager skills, then you’ll make your job significantly easier and stand out as a leader. Create an internal knowledge base that agents can access. Self-regulation.

Call Center 52

Call Center Management Construction Best practices 52

Hodusoft

APRIL 5, 2023

7 Best Practices for Managing Call Center Operations Call centers are crucial for many businesses, especially the ones that deal directly with customers. But setting up a call center is relatively easy compared to managing its operations day in and day out. Read on to know more. Focus on customer needs This is a no-brainer.

Best practices 52

Best practices Call Center Management call center software 52

ViiBE Blog

APRIL 22, 2021

With all of these components playing a role in the organization, managing a call center effectively can seem like a daunting task. In this article, we will explore different methods to help you understand how to manage a call center efficiently. . How to manage a call center efficiently? Centralize knowledge management.

Call Center 52

Call Center Management Average Handle Time Best practices 52

InGenius

MARCH 26, 2020

Contact center leaders may not be jumping for joy at the thought of managing a remote workforce for a variety of reasons, including an increase in the difficulty of effectively managing their teams. Knowledge management from RightAnswers. There is no better way to measure quality than through direct customer feedback.

Contact Center 93

Contact Center Management Call Logging CRM 93

CSM Magazine

SEPTEMBER 20, 2021

Studies have shown that almost 90% of clients anticipate a brand having its own service portal – and they prefer knowledge base enabled self-service channels such as FAQs. Managing knowledge is critical to successful self-service, but it’s difficult to achieve it. A personalized experience for customers.

Self service 52

Self service Management Customer Service Surveys 52

Uniphore

JULY 21, 2021

Why are so many knowledge bases inefficient to use when contact centers invest so much money in them? How can organizations more effectively direct customers to the knowledge they’re looking for? That’s simply too much time and a large portion of the blame lies with poor knowledge base management.

Best practices 52

Best practices Customer Service Management Contact Center 52

CSM Magazine

JULY 28, 2022

To optimize the work of staff, HR managers today are actively introducing various software into the work of the team. Find out from this article which HR management software is the most popular and effective and put it into practice! As practice shows, modern technologies provide wide opportunities in the field of HR management.

Management 59

Management Gamification Analytics Enterprise 59

DMG Consulting

NOVEMBER 1, 2022

It’s Time for Knowledge Management. Knowledge management (KM) is an essential enabler for contact center (and enterprise) employees, whether they work virtually or in the office. Knowledge management solutions are an always-on source of help for agents when they need it and can’t turn to a colleague.

Management 48

Management Self service Enterprise Virtual Agent 48

ShepHyken

MAY 27, 2022

This week, we feature an article by Sowmya Juttukonda, content developer & digital media specialist at Knowmax , a knowledge management system to enhance customer service. There needs to be a safe space for customer support employees to voice their concerns and share their challenges with the management. Benefits .

Customer Support 318

Customer Support Employee engagement Call Center Scripts 318

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? The Need for Hyper Efficiency in Call Centers As a call center operations manager, you need to stay on top of the latest trends in hyper efficiency to ensure that your organization is successful.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

aircall

JANUARY 10, 2022

To do so on a global scale requires being strategic about how you allocate resources, the technologies that enhance support processes, and the way you train and manage agents. 3 Tips for Managing Global Support Teams. Just as you might have a customer feedback tool, make sure you have one for employee feedback too.

Management 62

Management Advertising Contact Center Customer Support 62