Knowledge management

Article

Content management v. knowledge management

The real differences between content management and knowledge management – spoiler alert – scaling businesses need both

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From content manager to cross-functional collaborator Article

From content manager to cross-functional collaborator

As bonafide subject matter experts collaborating cross-functionally across the company, agents play an important part in knowledge management. Set them up for success by putting the right processes in place.

Help your multilingual knowledge base thrive with AI Article

Help your multilingual knowledge base thrive with AI

Data shows that, for global businesses, providing support in multiple languages is well worth the effort.

Using a smart knowledge base to unlock agent potential Article

Using a smart knowledge base to unlock agent potential

Customer support jobs are most rewarding when agents come through with the right help at the right time.

Keep your knowledge base healthy with the newest innovations Article

Keep your knowledge base healthy with the newest innovations

The healthiest knowledge bases are constantly iterated and improved upon over time, which we know only happens if agents and team members are empowered to contribute to and maintain the content

Three things to consider when offering self-service Article

Three things to consider when offering self-service

The applications and benefits of customer self-service are vast, touching everything from global support to brand awareness.

Introducing Guide Enterprise Article

Introducing Guide Enterprise

With customers using self-service more than any other support channel, smart companies know creating a great self-service experience is a critical strategy to boost customer satisfaction, reduce

Tap into the right self-service analytics to measure success Article

Tap into the right self-service analytics to measure success

You know that self-service helps scale support operations, and that self-assist user portals keep customers happy, too.

Knowledge management cultivates high-performing teams Article

Knowledge management cultivates high-performing teams

The first prospective customer I spoke to after starting at Lessonly was a call center leader.