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Blog 5 Crucial Customer Service Crimes Your Contact Center is Probably Committing Right Now
June 13, 2017
Video Resource 5 Crucial Customer Service Crimes Your Contact Center is Probably Committing Right Now
Now that we are in the summer this year, we can step back and take an assessment of…
Blog 5 Contact Center Metrics You Better Be Measuring
June 2, 2017
Video Resource 5 Contact Center Metrics You Better Be Measuring
I will start off this post by saying the obvious. No, this is not a comprehensive list of…
Blog Consistency and Accuracy in the Wisdom of the Crowd Era
May 16, 2017
Video Resource Consistency and Accuracy in the Wisdom of the Crowd Era
Our democracy is based on the wisdom of the crowd and always seems to us as (relatively) the…
Blog The Chatbot Paradox
April 11, 2017
Video Resource The Chatbot Paradox
Blog KMS lighthouse Growth in Russia Sviaz Bank has Implemented Lighthouse as the Knowledge Management Platform in their Contact Center
March 31, 2017
Video Resource KMS lighthouse Growth in Russia: Sviaz-Bank has Implemented Lighthouse as the Knowledge Management Platform in their Contact Center
Lighthouse has been implemented as the knowledge management system in the organization's contact centers. The solution is an…
Blog
February 21, 2017
Video Resource KMS lighthouse Appoints Ben Fitzpatrick to Managing Director, North America
Ben Fitzpatrick has been appointed Managing Director, North America at KMS lighthouse. Lighthouse, part of The Aman Group,…
Blog Which guidelines should be followed when structuring knowledge
January 16, 2017
Video Resource Which guidelines should be followed when structuring knowledge?
The structure of knowledge articles is key to ensuring relevant content is easily found and consumed shortening interaction…
Blog Why is structuring knowledge important
January 3, 2017
Video Resource Why is structuring knowledge important?
Blog How Consistent are Digital Self Service Interactions
December 14, 2016
Video Resource How Consistent are Digital Self Service Interactions?
A short while ago we conducted a brief experiment by having 3 separate live chat conversations with the…

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