As communication channels proliferate and information is created in a just few clicks, knowledge management is increasingly critical for customer service organizations.
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From the rise of chatbots to AI and voice, here are the top 5 trends driving change in customer service that we’ve identified in Unymira’s latest study.
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Implementing a Knowledge Base in your organization can be a time-consuming process. Many companies avoid implementing a Knowledge Base because they have had a negative experience with their homegrown solutions or former knowledge initiatives. That's wrong.
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At this year’s Dreamforce Conference by Salesforce more than 170,000 attendees participated in 4 exciting expo days at an impressive National Park setting in San Francisco to discuss the future of Customer Service.
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A professional Knowledge Base is usually an investment into a new software product that aims to improve processes for a certain department. This article will outline a possible impact that a professional knowledge base can make in a contact center environment.
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Knowledge is an essential part of every organization. As an organization grows knowledge that is essential to the functioning of the organization is acquired. Organizational knowledge can range from the very basic, knowing the vendors with whom the organization does business, to more complex
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“A satisfied customer is a returning customer” this is a secret that every business owner knows and believes in; when customers are happy with the products they purchase and with the service that they receive they are likely to be repeat customers and to share their positive experiences
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There is an old saying that says, “Knowledge is power” and although many of us try to deny this, and even fight against it (especially in youth) at some point most of us come to the realization that knowledge is power and that without the right knowledge it is far more difficult to succeed
