Technically, knowledge transfer is the process of transferring knowledge from one place to another. Events like mergers invoke this process. When companies merge, the acquiring company transfers the…
Your business’s knowledge capital — made up of intangible knowledge assets — is at more risk than you can imagine. Because a significant part of it lives in…
Documenting your business processes and procedures helps you draw from your hard-earned knowledge that came with endless hours of “figuring stuff out.” Naturally, when you know what you…
Processes are the lifelines that run a business. Documenting processes — or the process of process documentation — lies at the heart of business process management and helps…
Standard operating procedures — also called standing operating procedures (or simply SOPs) — are sets of step-by-step instructions to complete specific tasks or operations. In other words: they’re “how-tos.”…
Customer service impacts a business’s bottom line like nothing else. In one research (with 10,500 businesses), Salesforce found that businesses that prioritize customer service get “real,” tangible results:…
There are just three types of customer service. One is hands off, works 24/7, and can resolve 20% to 40% of support requests. The second involves “real” human…
E-commerce customer service presents some unique challenges that most B2B and service businesses don’t struggle with. A large customer base coupled with the volume of transactions result in…
If you want to reduce your support costs, you need to shift left. Shifting left — an idea that comes from the IT service model but applies to EVERY business —…
About nine out of ten companies are looking to invest in the self-service channel. And why not? It’s cheaper than all the other support options — $0.10 per…
Did you know that resolutions that need even one live interaction — yes, just one back and forth between a customer and an agent — cost 80 to…
A properly functioning search system is an important part of every website. Especially when it comes to online stores, magazine blogs, news websites, forums, and directory websites, the…