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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

A knowledge base is essentially a storage system – whether its a stack of notebooks, a shared drive, or a database with a search bar. Some KMS can be integrated with a CRM and other software platforms Analytics and Insights: Basic knowledge bases may track how often something is accessed, KMS platforms go further.

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Contact Center and CRM: A Galactic Merging

Fonolo

Contact center software and CRM software have been on a slow collision course for decades. Now that both worlds are increasingly cloud-based, the collision is accelerating. Why is it hard to figure out the spending split between CRM and call center software? He said “The CRM vendors have won the battle of the desktop.

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Guest Post: 9 Best Tips for Maximizing Your E-Commerce Customer Service

ShepHyken

Set Up a Knowledge Base. In a nutshell, a knowledge base is an area in your site that is dedicated to customer service. For example, a FAQ page is considered as a knowledge base. Utilizing a customer relationship management (CRM) software will help you streamline the entire process.

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Guest Post: How to Design a Customer Success Program That Works

ShepHyken

Support and troubleshooting Offer technical training sessions role-playing for support scenarios, and provide a knowledge base or internal FAQ for common issues. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

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Guest Post: How to Choose the Right Call Center Software to Supercharge Your Customer Support

ShepHyken

Your call center knowledge base must integrate with all of the channels. Cloud networks are significant to the functioning of a contact center and need a cloud-based calling system to align with. CRM integration . So naturally, a KM-based software for call centers makes easier searches possible. Analytics .

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How to make the most of your CRM and customer experience

Method:CRM

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential. Addressing complaints.

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What is Average Handle Time? Challenges, Examples, and Best Practices for Improving AHT Copy

Callminer

Proper and comprehensive training – CRM, software (including chat and helpdesk) and hardware (including their computers and headsets), business tools, etc., Additionally, proper call routing ensures that your customers are connected with the most knowledgeable agent for their inquiry, which also reduces AHT.