Knowledge-Centered Service

A Paradigm Shift in Linking Articles: Reference vs Resolution

A Paradigm Shift in Linking Articles: Reference vs Resolution

June 4, 2021

This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.

How Customer Success is Revolutionizing KCS for Good

How Customer Success is Revolutionizing KCS for Good

May 20, 2021

Customer success teams are the unfiltered voice of the customers. Then, why KCS still reports into the support function only? Check out how to leverage the CS function to deliver on KCS.

3 Ways Your Support Outcomes Benefit From KCS

3 Ways Your Support Outcomes Benefit From KCS

January 12, 2021

Triple the benefits from KCS in terms of customer TTV, agent experience & onboarding. Read this crisp blog post to find out how.

5 Pragmatic Ways to Ensure Successful KCS Implementation

5 Pragmatic Ways to Ensure Successful KCS Implementation

August 27, 2020

Not getting the desired results from your KCS initiatives? Here are 5 surefire ways to get the most out of your KM program.

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference