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Arming your CX Staff with a Knowledge Management System

When it comes to managing documents, data, policies and knowledge to support your team, you need to decide between choosing between a file manager (applications like SharePoint or a purpose-built Knowledge Management System for your organisation.

what is knowledge management?
Justin Tippett, from CX Central and Brad Shaw, CEO of livepro, discuss how a Knowledge Management Tool can help your call centre. Above all they discuss what you can achieve by implementing a KM tool. The complexity of the calls continuing to increase (thanks to self-service reducing the simple ones). As a result, the call [...]
HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE  As the Director of The Customer Experience Company, I’m often asked a common question: ‘How do I improve our digital customer experience?’. It’s a great example of why asking the right question is so important. Digital strategies are likely to be at the core of most customer experience [...]