-->

Nominations for the 2022 KM Promise and KM Reality Awards Now Open

Best Practices in Optimizing Customer Experience and Support

Perfectly Optimizing Customer Experience and Support

In a perfect world, companies would offer customers an experience tailored to their individual needs and wants, regardless of how different they were. Customer support would be minimal since products and services would be perfectly in line with customer expectations…

Why Omnichannel Data Powered by AI Is Your Secret Weapon for Better CX

An analysis of demographic data alone is no longer sufficient to meet the customer service needs of today’s consumer. This data is siloed from other important data that can paint a better picture of the customer and help you anticipate their needs…

How Everyone Can Own CX—And Avoid Chaos

“Everyone owns the customer experience” is a common expression in organizations that pride themselves on being customer-centric. The intention behind this expression is great–all employees should be bought into their organization’s customer experience…

Knowledge Management: The Cure for Contact Center Agent Training Ills in the Variant-Era

According to Training Magazine, US companies spent $82.5B in 2020 alone for employee training. Training is clearly not an inexpensive endeavor. In fact, it costs almost $16,900 to train a new call center agent in the pharmaceutical industry over a 12-month…

SEO for Knowledge Management is Important. Here’s Why.

Eyebrows were raised when a survey by SimilarWeb and Sparktoro showed that two-thirds of web searches ended with no clicks. The premise seemed clear: zero-click trends were increasing and so too were bounce rates of Google SERPs…