Transforming customer experiences

The NICE inContact Blog

Read more blogs by Jan Young

6 blogs

A Few Tips and Resources for Managing a Knowledgebase

Managing a knowledgebase (KB) can seem like a scary undertaking at first, but luckily, there are a lot of fantastic resources available for any KB initiative, and I'm always happy to share what I've learned through my KB experiences. Following are a few of the tips I give to most KB managers when they are first getting...

Is Your Company’s Knowledgebase Scalable

Let's face it: it’s tempting to manage your company’s knowledge using the traditional method, the method in which a small team of “trusted” individuals do it all themselves. But afterwards comes the realization that your knowledge articles are out of date, you’re missing known knowledge, knowledge is everywhere and you simply can’t keep up with changes quickly...

Garbage In Garbage Out

A lot of people reach out to me with questions about their knowledge base, which I love. Recently, I received a common KB question from a former colleague. It's a question that comes up often, but the answer may not necessarily be intuitive to everyone. Her question was something like this… She had been given a project...

Solve it Once!

Are you truly listening to your customers? Are you capturing their experience with your products or services in the moment? Are you making that knowledge available for future reference? The customer experience delivered by some call centers is similar to when I try to get help from my family doctor:...

The Knowledge Balancing Act

I’m a wife, a mother of three children and two black Labrador dogs, a grandmother of one and a half grandchildren, and I manage knowledge at inContact as my career. Often I find myself trying to find a balance between work and home life. I have information everywhere, but none of it is in one...