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Our panel of experts give their top tips on effective knowledge base management...
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In this article we explain what a knowledge base is, how it is used and how to drive the most value from it, for both yo..
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In this article our panel of experts outline their best practices for customer service knowledge bases. 1. Consider Two ..
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This case study explores how Delta Dental Washington deployed a new contact centre knowledge system and strategically im..
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If you run a business, then questions from your customers are inevitable. Questions range from simple queries to more co..
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KMS Lighthouse share insights into ways to build a chatbot for a knowledge base. An investment in knowledge always pays ..
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What Is a Knowledge Base? A knowledge base is a collection of information that answers a range of common questions likel..
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We asked ‘What Is the Greatest Benefit of a Good Knowledge Base?’ This article outlines what 224 contact cen..
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Charlie Mitchell introduces the basics of creating a customer segmentation strategy and the many benefits that such a st..
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We discuss all the basic features that you should look for in a contact centre knowledge base, before sharing some of th..
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ProcedureFlow share some all-too-familiar knowledge base frustrations and how to overcome them. Your knowledge base is m..
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We asked 224 contact centre professionals ‘On a Scale of 1 – 5, How Accurate Is the Information Within Your ..
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Taylor Johnson of Talkdesk introduces us to the AI-powered knowledge base and how it can benefit the wider organisation,..
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Our contact centre research pinpoints contact centre knowledge as a particular cause for concern. It seems that the stru..
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ProcedureFlow discuss how to maximize the value of your knowledge base. Although it’s often overlooked, internal knowl..
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The Relationship Between Knowledge and AI In simplest terms, AI provides the mechanisms that enable machines to “gain ..
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