wissensmanagement im unternehmen

Now it’s personal: How businesses can create outstanding customer experiences

These days, you’re not going to impress anyone with standard-issue customer service. Both consumers and procurement staff expect to be addressed by their names in responses that are rapid an ...

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customer experience

5 Ways to create a great customer experience

Everybody’s talking about the great importance of customer experiences. With good reason. Because these days, customers are more influential. Their experiences with the company can easily be ...

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Fokus auf den Kunden: wie das Vorhaben gelingt

The journey to customer centricity

Technological progress has put customers on a level playing field with businesses. Transparency has increased in modern businesses. Customers influence the image of companies and products with inc ...

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Employee leaving? The cost of knowledge loss and how to avoid it

It’s something HR deals with on a daily basis: a competent employee gets a new job elsewhere, takes parental leave, becomes ill, or retires. Company knowledge goes out the door with the employee, ...

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How to use Social Media for your Knowledge Management

Social media platforms from Facebook to Snapchat are an integral part of everyday life for many people and businesses. They let everyone communicate with each other. It’s a principle that leads to ...

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6 Methoden: So wird Ihr Wissensmanagement erfolgreich

6 Tips for Successful Knowledge Management

Technology isn’t everything. Successful knowledge management also requires the proper method. We show you the six most important factors for successful knowledge management. They will allow ...

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Die Rolle von Wissensmanagement im Kundenservice

Knowledge management as a success factor for customer service

A business can have service offerings everywhere you look, run by the best contact center agents. But if the knowledge management behind the customer service is shaky, it can count against you and ...

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Das perfekte Callcenter braucht das richtige Personal

The perfect contact center agent – HR as a key to your customer

No contact center can do without a good knowledge database. But the people, the agents on the phone or at the keyboard, are at least as important. The way they treat customers has a considerable i ...

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Sprachanalyse und Emotionserkennung im Kundenservice

Understanding customers to wow them –
Voice analysis and emotion detection for customer service

Excellent customer service is increasingly becoming a critical factor for businesses. In this world of omni-channel service, providing the right information — fast — requires a properly maintained ...

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Wie Sie Ihren Kundenservice automatisieren

How to automate your customer service

Everyone knows the situation. You’ve got a question about a product, and you want a quick answer. It can be over the telephone, via email, in an app, online in a chat, or at the store in per ...

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Sind Chatbots die Zukunft des Kundenservice?

Are chatbots the future of customer service?

Leading customers to the answers they’re looking for is one of the main tasks of customer service. Get that part wrong, and you can quickly find yourself losing customers. But customer servi ...

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