The Science of Knowledge Management

todd gorsuch interview

You’d never guess that Todd Gorsuch is a micromolecular biologist by trade. However, there are small (pardon the pun) signs. It’s in the way he notices the details about a Knowledge Management System, and understands how every part should be synthesised, modified, and interconnected to benefit its users. What Todd brings to customer service is […]

How the right Contact Centre Software Creates Happy Staff

contact center software happy staff

Encourage and Support Doing the same mundane tasks daily can get tedious, causing employee productivity to come to a standstill and hindering staff motivation. At a call centre, things aren’t much different. From providing exceptional customer experience to analysing customer calls and coming up with on-the-go solutions, the staff have a lot on their plates. […]

Top Knowledge Management Software Must-Haves

A little background on Knowledge Management Software and it’s features… If you’re new to the world of Knowledge Management Software, don’t worry! There’s a lot to learn and I have spent the last 6 months. First of all, learning the ins and outs of what makes a GREAT Knowledge Management platform. livepro is an intuitive […]

Why Customer Journeys Beat Digital Strategies

Customer journey in digital strategies

HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE  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 […]