The case study, presented jointly by Bloomfire CMO Dan Stradtman and uBreakiFix Senior Director of Product Operations Jarrod Hancock, demonstrated how organizations can eliminate the "tribal knowledge ...
Let's examine what Knowledge-Centered Service is (and is not) and why it matters to deliver a service level that can drive customer retention. In my last article, I wrote about the importance of the ...
Today’s customers prefer to self-serve over queuing on support calls. A study by Microsoft on the State of Global Customer Service found that 63% of customers under 35 go online to look for customer ...
How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...
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