Customer Service Automation: Improve Efficiency and Deliver Faster Support
Customer expectations are higher than ever, and speed, convenience, and accuracy are non-negotiable. To keep u...
Featured Articles
Knowledge Management
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How to Improve Knowledge Sharing in the Workplace
The success of an organization hinges on how effectively knowledge is shared among its employees. Whether it’s...
10 Knowledge Sharing Best Practices for Organizations
Organizations that share knowledge effectively are better equipped to adapt, grow, and scale. Whether it's acc...
Knowledge Repository: What It Is and Why You Need One
Knowledge isn’t just about what people know—it’s about how that knowledge is captured, organized, and shared. ...
Employee Experience
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Elevating Agent and Customer Experience in 2024
As we step into 2024, contact center leaders must reflect on what needs to be left behind in 2023 and what str...
How Agent Empowerment Elevates Contact Centers
Satisfied employees are three times more likely as their dissatisfied counterparts to feel empowered to addres...
Agent Experience: The Ultimate Guide
The agent experience continues to evolve and increase in complexity, making it one of the top challenges for c...
Customer Experience
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Top 7 Effective Empathy Statements in Customer Service
Empathy statements in customer service can calm agitated callers and create a platform upon which to build a w...
The Top 12 Helpful Probing Questions for Customer Service Agents
When a contact center agent answers a customer’s call, they never know what they will get on the other end. Be...
First Call Resolution: What It Is Plus Tips to Improve Your FCR Rate
A professional in any line of work aims to get the job done right the first time. In a contact center, that’s ...
Automation
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Customer Service Automation: Improve Efficiency and Deliver Faster Support
Customer expectations are higher than ever, and speed, convenience, and accuracy are non-negotiable. To keep u...
Task Automation: The Essential Guide
Time is money—and manual tasks are costly. Repetitive processes like updating systems, creating records, or se...
Agent Copilot: What It Is and How It Benefits Contact Centers
The expectation for instant solutions has become the standard of excellent customer service, with 90% rating a...
Product Insights
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How Procedureflow Reduces Average Handle Time
Reducing average handle time is one of the top priorities for organizations within the customer service indust...
4 Reasons Why Procedureflow Is Better Than a Traditional Knowledge Base
Organizations have a wide variety of knowledge bases to choose from, with the traditional knowledge base stand...