In my previous blog posts, we looked at the heavy price companies paid for offering poor web self-service, as well as the inadequacies of old school self-service tools like FAQs and site search. While the web is an amazing channel …
Location is the single biggest factor that influences real-estate valuations. But, the same principle can be applied to the world of knowledge management software. Consider online self-service delivered through virtual agent technology (a specialized component within the knowledge management software …
Imagine, you’re all settled into your new home, and have some questions about how to pay your gas heating bill. You visit the utility’s website and find out your answer from their FAQ page, but you want to call the …
Knowledge base software is a hot topic these days in the customer service industry. According to a recent blog posting by Forrester Research analyst Kate Leggett: “66% of customers say that valuing their time is the most important thing a …
IntelliResponse Chosen as Winner of Call Center Excellence Award For “Best Technology Solution Provider”
IntelliResponse – Web Self Service & Knowledge Management Provider – Attends Call Center Week in L…