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Articles - ProcedureFlow

A picture of the computer as book knowledge base concept

What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid

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

30 Customer Experience Trends to Watch Out For

Contact Centre Initiatives

Trends in Contact Centre Initiatives

An image of a clock and a calendar representing shift patterns

Contact Centre Shift Patterns: The Latest Findings

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Case Study: Contact Centre Reduces Average Handle Time by 12%

2021 survey report

2021 Survey Report: What Contact Centres Are Doing Right Now

What are the Greatest Challenges in Managing Your Knowledge Base?

Finding Information Quickly Is the Biggest Challenge

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Case Study: RFP Reducing Contact Centre Training Time by Over 90%

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

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

Advisors Are a Key Part of Knowledge Creation

2021 CCH Survey Results Knowledge Base Challenges

Survey Results: Knowledge Base Challenges

Important Contact Centre metrics

The Most Important Contact Centre Metrics

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5 Best Practices for Simple and Effective Remote Training

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Survey Results: The Most Important Customer Service Skills

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3 Trends for the Future of Contact Centre Training

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Improve Your Training Program With Work-From-Home Agents

Contact Centre Perception

Changing Business Perceptions of the Contact Centre

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2001 or 2021: Are Contact Centres Keeping Up?

Barriers to Your Dream Contact Centre

Barriers to Your Dream Contact Centre

What is the Greatest Benefit of a Good Knowledge Base?

There Are Three Clear Knowledge Base Benefits

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How ProcedureFlow is Helping Contact Centers Adapt in Times of Crisis

Five9 CC Expo 2024 Box

Editor's Pick

Thumbnail The Best Ways to Deal With Last-Minute Time-Off Requests

The Best Ways to Deal With Last-Minute Time-Off Requests

Thumbnail What It Takes to Get Training Right in the Contact Centre

What It Takes to Get Training Right in the Contact Centre

Thumbnail The 5-Star Customer Service Skills Your Team Really Need

The 5-Star Customer Service Skills Your Team Really Need

Thumbnail Train New Agents in Just 30 Days

Train New Agents in Just 30 Days

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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