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Best Practices for Writing Knowledge Base Articles
E-WRITE's Leslie O'Flahavan explains the monetary, efficiency and agent costs of bad knowledge base articles and shares best practices on how you can fix them.
Best Practices for Writing Knowledge Base Articles
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Why KM is Mission Critical for CCaaS Platforms
KM and CCaaS are a power couple for contact centers. Learn how together, they can shorten onboarding, reduce error rates and increase agent satisfaction.
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Transition your Contact Center from SharePoint in 5 Steps
Learn how to successfully switch your contact center smoothly from SharePoint to a professional knowledge management solution with customer insights and best practices.
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Old vs. New Knowledge Management & Building the Business Case for KM
Learn why legacy KM tools fail to meet today's omnichannel customer requirements and how to build the internal business case for knowledge management.
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Creating a Seamless CX - CCW Roundtable
Learn how to build a seamless customer experience across all channels in CCW Digital's 2020 roundtable.
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Build a Chatbot for Customer Service in 20 Minutes
Learn how to setup a customer service chatbot in 20 minutes with Unymira! After a brief discussion, we'll create a new bot using participant feedback followed by a Q&A.
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Making CX Journeys More Simple, Consistent & Customer-Centric
The number of customer service channels, technologies and vendors is outpacing our ability to understand and manage them. How can companies resist adopting them ad hoc which i
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How to Immediately Cut Costs and Handle Time with Jeff Toister
Learn the 5 invisible drivers of handling time, KPI correlations and their hidden cascade effect plus
concrete steps you can take now to fix them.
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Get Knowledge Management Right for Contact Centers
Learn three things that contact centers typically do wrong, why Knowledge Management is just as important as CCaaS and how to calculate the ROI of KM.
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CX Trends Driving Change in Contact Centers
With 20+ years each in the contact center industry, Fred Stacey and Jeff DeVries discuss 3 key trends and how they are impacting call centers today.
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How to Overcome Knowledge Management Challenges in Salesforce
Learn how to overcome knowledge management and customer service challenges in Salesforce. We look at three concrete scenarios and how to deal with them.
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Build a Decision Tree in 20 minutes
Learn how to bring consistency and accuracy to your customer service processes with decision trees and build them in just 20 minutes.
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The Results of our Digital Customer Service Study
Digitalization in customer service: What are the opportunities, where are the risks, and what are the challenges in developing the appropriate digital strategy?
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Advantages of professional Knowledge Management
5 Advantages to Using a Professional Knowledge Base in Service. Hear best practices and what a Professional Knowledge Base can bring to your organization.