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Articles - ProcedureFlow

Discover and explore our ProcedureFlow content collection, including articles, blogs, news stories, case studies, resources and more.

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

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

Advisors Are a Key Part of Knowledge Creation

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

Knowledge Base Information Is Not as Accurate as It Could Be

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

Trends in Contact Centre Initiatives

Contact Centre Perception

Changing Business Perceptions of the Contact Centre

Important Contact Centre metrics

The Most Important Contact Centre Metrics

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

Multichannel Contact Centres: Voice Remains the Channel of Choice

Survey 2021 Contact Centre Technology

Contact Centre Technology Trends

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Contact Centre Shift Patterns: The Latest Findings

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

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Survey Results: The Most Important Customer Service Skills

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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

How to Adapt to a Blended Work Model

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Customer Experience: A Q&A with Jeff Toister

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2001 or 2021: Are Contact Centres Keeping Up?

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Why Your Agents Need Answers Fast

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How to Know if Your Knowledge Base Is Holding You Back

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Top 3 Reasons You Hate Your Knowledge Base

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Case Study: Contact Centre Reduces Training Time by 50%