TechSee

FEBRUARY 3, 2020

According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30 and 45 percent, which is more than double the average for all occupations. Their knowledge is, by definition, unstructured and can be imprecise.

Knowledge Base 109

Knowledge Base Contact Center Customer Service Self Service 109

Bold360

APRIL 1, 2020

Centralize and Scale Your Knowledge Base. Most organizations have vast amounts of intangible knowledge assets, such as answers to frequently asked questions, product and customer information, and much more. Customers and employees want to easily access this knowledge, especially in a crisis.

Knowledge Base 95

Knowledge Base Call Center Self Service Management 95

Talkdesk

MARCH 10, 2020

Whether it’s a finicky software product or a purchase from a company with a complicated return policy, most consumers have turned to a company’s knowledge base in an attempt to get their questions answered faster. What are the key characteristics of an AI-powered knowledge base?

Knowledge Base 65

Knowledge Base Self Service Contact Center Policies 65

ViiBE Blog

MAY 31, 2021

So how does a company preserve its employee knowledge in the long term? One solution is creating a corporate knowledge base. Knowledge bases can be used to help customers self-service information or for employees to access information. How do you structure a knowledge base?

Knowledge Base 52

Knowledge Base Self Service How To Software 52

Centercode

JANUARY 26, 2023

We’re proud to announce the release if Centercode Connect 9.3. This release greatly improves our knowledge base functionality, and simplifies the arduous task of controlling user access to resources throughout your beta tests.

Connections 52

Connections Knowledge Base Resources 52

Comm100

MARCH 20, 2024

Real-time interaction adds a human element to digital communication too, fostering a sense of connection and trust. Well-stocked and accessible knowledge bases for self-service A comprehensive and easy-to-navigate knowledge base can empower citizens by providing them with the information they need to solve problems on their own.

Government 189

Government Communication Self Service Chatbots 189

AWS Machine Learning

FEBRUARY 8, 2024

You can now use Agents for Amazon Bedrock and Knowledge Bases for Amazon Bedrock to configure specialized agents that seamlessly run actions based on natural language input and your organization’s data. Knowledge Bases for Amazon Bedrock provides fully managed RAG to supply the agent with access to your data.

Knowledge Base 123

Knowledge Base Insurance Policies Groups 123

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Key Features : Ticketing, SLA management, automation workflows, omnichannel support (email, chat, phone, social media), knowledge base. It focuses on creating a more personalized customer experience.

Software 183

Software Chatbots Customer Service Knowledge Base 183

AWS Machine Learning

MARCH 31, 2023

Government departments and businesses operate contact centers to connect with their communities, enabling citizens and customers to call to make appointments, request services, and sometimes just ask a question. The contact center is powered by Amazon Connect, and Max, the virtual agent, is powered by Amazon Lex and the AWS QnABot solution.

Self Service 80

Self Service Virtual Agent Connections Contact Center 80

CSM Magazine

APRIL 16, 2024

It is one of the most important things that keeps players connected and engaged with the platform. Knowledge base A comprehensive knowledge base is a self-service tool that ensures users can easily navigate and find answers to their questions without the need for direct interaction with customer support.

Tips 52

Tips Knowledge Base Multi-Channel Self Service 52

AWS Machine Learning

FEBRUARY 19, 2024

One way to enable more contextual conversations is by linking the chatbot to internal knowledge bases and information systems. Integrating proprietary enterprise data from internal knowledge bases enables chatbots to contextualize their responses to each user’s individual needs and interests.

Knowledge Base 99

Knowledge Base Chatbots Conference Data 99

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Content for the Customer Self-Service Portal.

Self Service 275

Self Service Knowledge Base e-support Policies 275

CSM Magazine

DECEMBER 22, 2023

This method allows businesses to build a long-term connection with the community and improve their brand reputation and overall image. To maximize OOH exposure, sponsorship can include branded advertisements, on-site brand activations, and product placement at the event or location.

Connections 52

Connections Strategy Marketing Gamification 52

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

TechSee

AUGUST 17, 2023

Here are eight ways a remote video platform can achieve this: Real-time remote assistance: Field service technicians can connect with experts or senior colleagues in real time through the video platform. Documentation and knowledge sharing: Technicians can use the video platform to record their work processes and solutions.

Video 205

Video Knowledge Base Travel Tips 205

Comm100

SEPTEMBER 15, 2022

Today’s customers now expect to connect with brands from anywhere, anytime, on any device. Omnichannel customer service is a technology that connects every digital customer service channel together into one platform. Better still, because every channel is connected, information from within these channels is too. Channel choice.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

BlueOcean

FEBRUARY 14, 2024

Connecting across all levels of both organizations. A strategic partner who is well connected to your team from the frontline up to the C Suite will be able to resolve any potential issues easier, and seamlessly support your organization as people on your team move in and out of relevant roles. How do you outsource that connection?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Ticketing System Zendesk ’s ticketing system is at the core of email or chat-based customer support.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

CSM Magazine

JANUARY 17, 2024

Streaming and on-demand video have been a huge boom over the past few years. There’s a huge amount of audio and video available everywhere now that’s captivating people worldwide. And what do you think? I mean, there’s a demand for fast, accurate translations into many languages. And you know what is happening.

Video 52

Video Culture Connections Technology 52

Comm100

MARCH 21, 2023

Provide more channel choice with omnichannel Customers today stay connected across a variety of channels, and they are no longer content with customer service that limits how they get support. To meet this demand, organizations are introducing omnichannel customer service that connects every key channel into one platform.

Self Service 168

Self Service Customer Service Strategy Omni-Channel 168

AWS Machine Learning

APRIL 8, 2024

When building LLM applications, it is often necessary to connect and query external data sources to provide relevant context to the model. RAG allows models to tap into vast knowledge bases and deliver human-like dialogue for applications like chatbots and enterprise search assistants. Query the knowledge base.

Knowledge Base 100

Knowledge Base Tools Data Training 100

ShepHyken

MAY 10, 2021

Forbes) In this article, 15 members of the Forbes Agency Council share unique ideas for connecting with customers in a way that builds genuine trust and, in turn, brand loyalty in 2021. The connection they want with the people they do business with is also higher than ever before. Customer expectations have changed (as in increased).

Customer Service 153

Customer Service Net Promoter Score Self Service Knowledge Base 153

ShepHyken

MARCH 10, 2023

Finally, you’ll likely need software for building an internal knowledge base for remote agents to turn to when they need answers or directions. Empower customer service agents with knowledge Empowering agents with the right information is key to helping them resolve customer inquiries at the first point of contact.

Tips 117

Tips Customer Service Company Knowledge Base 117

TechSee

MARCH 5, 2020

Agents must also spend time on After Call Work (ACW), which includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. Sharing the Knowledge. The Visual Solution. Co-operation is king.

Call Center 145

Call Center Tools Knowledge Base Contact Center 145

Comm100

APRIL 22, 2021

The best knowledge base software is the backbone of any good customer service operation. A knowledge base most commonly functions as a library of information to answer customer questions. However, with a robust software in place, a knowledge base can be much more than this.

Knowledge Base 130

Knowledge Base Software Omni-Channel Multi-Channel 130

ShepHyken

JULY 31, 2023

Provide seamless connections between various communication channels, including chatbots, apps, phone calls, and emails. Companies should strive to streamline their support systems so that customers can connect easily and quickly without unnecessary steps or frustrations.

Interaction 118

Interaction Chatbots Contact Center Knowledge Base 118

TechSee

JULY 21, 2020

Connecting these two units is the key to reducing the costs and in-person contact involved in technician visits. This can be accomplished in several ways: Shared knowledge base. A visual knowledge base enables any agent or technician to instantly become an expert on any issue. Shared history.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

TechSee

OCTOBER 9, 2018

connected devices and use 3.3 Create a cohesive community where Millennials can connect and assist each other. Utilize robust self-service tools such as FAQs, AI-powered knowledge bases and virtual technicians to help them find answers by themselves quickly. Some specialty solutions include Knowledge Owl and Happy Fox.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

APRIL 30, 2020

Provide answers with a flexible knowledge base. One way to deal with this is through an intelligent knowledge base. Your agent-facing knowledge base is accessible within the Comm100 agent console. Couple this with much higher chat requests, and your agents could soon feel out of control and unequipped.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

Comm100

MAY 19, 2021

That means video is an important tool for combating communication limitations, and establishing a strong personal connection with your employees, whether you meet them in person or not. Offer and maintain a thorough knowledge base . To simplify the situation and make work more efficient, build a knowledge base for your team.

Training 130

Training Tips Customer Service Knowledge Base 130

AWS Machine Learning

AUGUST 30, 2023

This includes automatically generating accurate answers from existing company documents and knowledge bases, and making their self-service chatbots more conversational. These new features make QnABot more conversational and provide the ability to dynamically generate responses based on a knowledge base.

Self Service 105

Self Service Contact Center Multi-Channel Knowledge Base 105

AWS Machine Learning

SEPTEMBER 28, 2023

Enterprises today face major challenges when it comes to using their information and knowledge bases for both internal and external business operations. Although enterprise knowledge bases have, over time, improved the customer experience, they can still be cumbersome and difficult to use.

Knowledge Base 98

Knowledge Base Chatbots Self Service System 98

Kayako

MAY 27, 2020

Short knowledge base (KB) articles can help quickly and thoroughly answer the questions your support team sees the most. Source of data: State of the Connected Consumer, Salesforce, 2018. But responding quickly is easier said than done. Build a Repository of FAQs and Automate Delivery.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Comm100

FEBRUARY 19, 2021

Empathy creates a personalized and emotional connection. Technology has made it easier for us to navigate through our busy lives, but it also erodes the fundamental element of human connections”, John Di Julius, Chief Revolution Officer at The DiJuluis Group, explains. It’s empathy that will get customers to come back.”. Comm100 Free.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Comm100

APRIL 12, 2022

Necessity pushed innovation forward as agencies were forced to adopt new digital channels to keep connected and provide much-needed support. . Chatbots can directly answer citizens’ questions or, with an integrated knowledge base , point them towards helpful resources – all without any human intervention. . Cuts support costs.

Government 147

Government Chatbots Wait Times Knowledge Base 147

Comm100

FEBRUARY 23, 2021

Social media means connecting with billions of users, and customers love it for its convenience. No matter what channel your customer connection with you on, your agents know all previous conversation history and can provide personalized and helpful support. Comm100 offers a free knowledge base software to small businesses.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

Comm100

AUGUST 8, 2022

For many organizations, the leap to digital support means introducing live chat for customer service – now the most popular channel to connect with brands. These bots are “trained” from existing reference materials like a knowledge base or FAQ bank. The most basic chatbot software is often known as a keyword chatbot.

Chatbots 195

Chatbots Customer Service Knowledge Base Social Media 195