I’m not going to lie. Writing a great knowledge base article is a lot of work. Your writing must be precise, concise, and easy-to-read. You must know your topic really well, and then you must try to un-know it, so you can think like your reader—who wouldn’t be reading your KB article if theyfalse
Read more
Budget pressure, unconvinced executives and an inability to demonstrate concrete ROI can all be death blows for CX projects. COVID-19 has put even more pressure on executives in many organizations to optimize and reduce costs.
Read more
Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.
Read more
The coronavirus crisis has put even more pressure on businesses to reduce costs, nothing new for contact centers who have long suffered from the “cost center” label. What if you could both reduce costs and upgrade your contact center technology at the same time?
Read more
A badly written knowledge base article is like the tainted clam in the linguine. It probably won’t kill you, but you aren’t going to feel very well after eating it.
Read more
Chatbots and IT service are a match made in help desk heaven. Forget chat! They can directly fix users' problems. Learn why you should be using them now.
Read more
Maintaining a knowledge base full of well written articles is as difficult as keeping a preschool playroom tidy. Here’s why.
Read more
I recently chatted with Adrian Swinscoe to discuss the CX myths, the role of technology for customers and agents and the meaning of customer-centric.
Read more
The COVID-19 crisis will lead many contact centers and companies to activate their business continuity plans. Whether or not it’s the first time, no plan survives contact with reality.
Read more
I sat down with the best known writer in the CX world, Leslie O'Flahavan to discuss the intersection of technology and communication in customer service including topics like desktop tools, chatbots and the can of worms that is call scripting.
Read more