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Articles - ProcedureFlow

Discover and explore our ProcedureFlow content collection, including articles, blogs, news stories, case studies, resources and more.

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

Advisors Are a Key Part of Knowledge Creation

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

Knowledge Base Information Is Not as Accurate as It Could Be

How Many Knowledge Sources do Your Advisors Currently Use?

Only One in Ten Contact Centres Have a Single Knowledge Source

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

Contact Centre Initiatives

Trends in Contact Centre Initiatives

Contact Centre Perception

Changing Business Perceptions of the Contact Centre

Important Contact Centre metrics

The Most Important Contact Centre Metrics

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

2021 Survey Results Contact Centre Multichannel Mix

Multichannel Contact Centres: Voice Remains the Channel of Choice

Survey 2021 Contact Centre Technology

Contact Centre Technology Trends

An image of a clock and a calendar representing shift patterns

Contact Centre Shift Patterns: The Latest Findings

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

Two people jumping with a chess board representing important skills

Survey Results: The Most Important Customer Service Skills

A picture of a persons head with code in front of it

3 Trends for the Future of Contact Centre Training

training-woman-headset

Improve Your Training Program With Work-From-Home Agents

Homeworker Wearing a Headset

How to Adapt to a Blended Work Model

A picture if the letter Q and A

Customer Experience: A Q&A with Jeff Toister

A picture of a yacht race

2001 or 2021: Are Contact Centres Keeping Up?

A photo of someone with a skipping jump

Why Your Agents Need Answers Fast

A picture of someone resting their head on a block

How to Know if Your Knowledge Base Is Holding You Back

A picture of a laptop with internet icons

Top 3 Reasons You Hate Your Knowledge Base

A picture of sketched business icons and a coffee cup with the words - time for training

Case Study: Contact Centre Reduces Training Time by 50%

Genesys and Salesforce on demand webinar box

Editor's Pick

Thumbnail The Best Ways to Track Absence in the Contact Centre

The Best Ways to Track Absence in the Contact Centre

Thumbnail Contact Centre Predictions for 2025

Contact Centre Predictions for 2025

Thumbnail 10 Christmas Office Games to Motivate Your Team

10 Christmas Office Games to Motivate Your Team

Thumbnail Stop Doing These Stupid Things to Your Customers

Stop Doing These Stupid Things to Your Customers

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