Knowledge Management Team: Roles, Responsibilities, Best Practices
Organizations generate, store, and share vast amounts of information daily. Without a structured approach to m...
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Knowledge Management
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Knowledge Management Team: Roles, Responsibilities, ...
Organizations generate, store, and share vast amounts of information daily. Without a structured approach to m...
6 Types of Knowledge Transfer in an Organization
Organizations seeking to maintain productivity and continuous improvement must ensure the effective transfer o...
What Is Visual Knowledge and Why Is It Important
Visual knowledge is a powerful way to enhance understanding, retention, and communication as 65% of the popula...
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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14 Benefits of Workflow Automation for Business Success
One of the most effective ways to streamline business operations and enhance productivity is through workflow ...
What Is Process Workflow Automation and Why Is It Important
Organizations are constantly seeking ways to streamline operations, reduce costs, and enhance productivity. On...
Intelligent Business Process Automation: An Essential Guide
By 2025, 80% of companies will adopt intelligent business process automation and staying competitive requires ...
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...