Articles - ProcedureFlow

What is the Greatest Benefit of a Good Knowledge Base?

336

There Are Three Clear Knowledge Base Benefits

What are the Greatest Challenges in Managing Your Knowledge Base?

502

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

114

Advisors Are a Key Part of Knowledge Creation

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

100

Knowledge Base Information Is Not as Accurate as It Could Be

How Many Knowledge Sources do Your Advisors Currently Use?

125

Only One in Ten Contact Centres Have a Single Knowledge Source

Barriers to Your Dream Contact Centre

604

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

1,066

Trends in Contact Centre Initiatives

Contact Centre Perception

494

Changing Business Perceptions of the Contact Centre

Important Contact Centre metrics

2,541

The Most Important Contact Centre Metrics

2021 survey report

867

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

1,565

Multichannel Contact Centres: Voice Remains the Channel of Choice

Survey 2021 Contact Centre Technology

1,578

Contact Centre Technology Trends

An image of a clock and a calendar representing shift patterns

1,413

Contact Centre Shift Patterns: The Latest Findings

2021 CCH Survey Results Knowledge Base Challenges

774

Survey Results: Knowledge Base Challenges

Two people jumping with a chess board representing important skills

730

Survey Results: The Most Important Customer Service Skills

A picture of a persons head with code in front of it

136

3 Trends for the Future of Contact Centre Training

training-woman-headset

Improve Your Training Program With Work-From-Home Agents

Homeworker Wearing a Headset

80

How to Adapt to a Blended Work Model

A picture if the letter Q and A

69

Customer Experience: A Q&A with Jeff Toister

A picture of a yacht race

53

2001 or 2021: Are Contact Centres Keeping Up?

A photo of someone with a skipping jump

71

Why Your Agents Need Answers Fast

A picture of someone resting their head on a block

87

How to Know if Your Knowledge Base Is Holding You Back

A picture of a laptop with internet icons

137

Top 3 Reasons You Hate Your Knowledge Base

A picture of sketched business icons and a coffee cup with the words - time for training

215

Case Study: Contact Centre Reduces Training Time by 50%