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.
KM and CCaaS are a power couple for contact centers. Learn how together, they can shorten onboarding, reduce error rates and increase agent satisfaction.
On Demand
Learn how to successfully switch your contact center smoothly from SharePoint to a professional knowledge management solution with customer insights and best practices.
On Demand
Learn why legacy KM tools fail to meet today's omnichannel customer requirements and how to build the internal business case for knowledge management.
On Demand
Learn how to build a seamless customer experience across all channels in CCW Digital's 2020 roundtable.
On Demand
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.
On Demand
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
On Demand
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.
On Demand
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.
On Demand
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.
On Demand
Learn how to overcome knowledge management and customer service challenges in Salesforce. We look at three concrete scenarios and how to deal with them.
On Demand
Learn how to bring consistency and accuracy to your customer service processes with decision trees and build them in just 20 minutes.
On Demand
Digitalization in customer service: What are the opportunities, where are the risks, and what are the challenges in developing the appropriate digital strategy?
On Demand
5 Advantages to Using a Professional Knowledge Base in Service. Hear best practices and what a Professional Knowledge Base can bring to your organization.
