Knowledge management
Latest stories
Article
9 min read
Five of the best knowledge management examples
Here are our favourite knowledge management examples and perhaps the kind of knowledge base that your company will want to develop
Article
4 min read
How to: Deliver premium customer experiences with automation all around the globe
Consumers’ expectations have been rising in the past two decades and even more recently, as eCommerce…
Article
3 min read
3 steps to improving customer satisfaction this Black Friday
Despite the Black Friday phenomenon being just a few years old this side of the pond,…
Article
4 min read
Knowledge management maturity: Tips for levelling up
Customers’ self-service experience should be a reflection of their relationship with you—not a symptom of your growing pains. Here's how complex organisations can keep content relevant.
Article
4 min read
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.
Guides and ebooks
1 min read
Using AI for better self-service
Business-related AI holds abundant promise, and is changing how we work, travel, and communicate.
Article
2 min read
Building a best-in-class customer self-service experience
It’s common knowledge that the benefits of self-service for your customers, your team and your company can be significant.
Article
1 min read
Team up on self-service with Team Publishing
The key to a great self-service experience for your customers is having great content.
Article
5 min read
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.
Article
3 min read
Support your support with self-service
More than 20% of agent time is spent looking for info, but having a good knowledge base of content can aid agents with the information they need to better serve customers
Article
6 min read
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
Article
2 min read
Be ready for anything: support forecasting and scheduling
One of the easiest ways to distinguish a good support organization from a great one is this: good ones are capable of meeting the everyday challenges as they occur, but great customer service
Article
4 min read
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.
Article
7 min read
Knowledge management best practices
A Q&A with Forrester's Kate Leggett on knowledge management best practices.
Article
3 min read
The dynamic, long-term impact of self-service
Self-service is often considered an end goal for a support organization.
Article
2 min read
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.
Article
5 min read
Knowledge management cultivates high-performing teams
The first prospective customer I spoke to after starting at Lessonly was a call center leader.
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