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Customer Support
The Top 3 Signs Your Support Team Needs Knowledge-Centered Service
Is Knowledge-Centered Service is right for your customer support team? Here are the signs to look for when evaluating a new approach.
Recent posts from this author
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Knowledge Management
September 23, 2021
The Problem with Proactive Documentation: Flipping the Script With KCS and Guru
Knowledge-Centered Service (KCS) encourages everyone who solves problems to document how they solve those problems in the moment that they solve them. Read how Guru empowers KCS best practices through knowledge management.
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Knowledge Management
July 19, 2021
Working Through the Stages of Grief With Your Knowledge Base
Dealing with the loss of a knowledge base is hard. Hopefully, these tips can help you move on and prep for a newer, better, knowledge management solution.
blog
Customer Support
May 20, 2021
Customers Are Coworkers: What CX Can Learn From HR
We've all heard the phrase 'internal customers' to describe working cohesively with our coworkers, but what if we flip that and think of customers as 'external coworkers?' Check out three ways customer experience (CX) leaders can draw from HR by treating
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