Knowledge Management + Automation = Customer Service Efficiency

Knowledge Management + Automation = Customer Service Efficiency

Like many people, I tend to simplify life, especially when I am in the “thick of things.” Maybe it is because I have often been told that when you’re lost and “can’t see the forest for the trees,” try to rise above the trees to the 30,000-foot level, where you can find a view of the forest and a better understand your path. Recently when faced with the challenge to

Will KCS Pay Off?

Will KCS Pay Off?

– Two Business Benefits for your Knowledge Center Service (KCS) Implementation – So you’re ready to invest in Knowledge Centered Service (KCS) or a similar knowledge management process, and you are looking for ways to justify the investment required to ensure a successful implementation. In case you are not familiar with the term, KCS is a business methodology that was developed by the Consortium for Service Innovation™ (CSI, www.serviceinnovation.org).  KCS

Proven Method for Increasing CSAT

Proven Method for Increasing CSAT

– Improving product quality and increasing self-service effectiveness are two undisputable ways a company can increase customer satisfaction. –   However, many companies don’t realize that the keys to advancing in both these areas are all contained in their unstructured data inside their customer case (or incident) management system. The customer case management system holds every product issue that a client has reported to your company. When more customers are

Enabling Your Virtual Assistant

Enabling Your Virtual Assistant

Electronic knowledge management for customer service has been a hot topic for the past two and a half decades.  Ideally, your customers can find the information they need to address their issue through self-service.  However, companies still fall short when it comes to implementing technology that will help customers find useful information online. So what happened over two decades ago that caused a shift in how companies publish information about their products

Unstructured Data Analytics for Customer Service