CX FORUMS: 2018 Key Note Speakers

livepro's third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. This year with 4 locations, a jam packed agenda that features nationwide KM Awards and 2 Keynote Speakers in each state - they're fast becoming the premiere events for Knowledge Management and Customer Experience. This year's Keynote [...]

By | July 18th, 2018|Announcements, Awards, Customer Service, livepro Forums|

2018 livepro Knowledge Management Awards are OPEN!

Get in your applications for the 2018 livepro Knowledge Management Awards! Off the back of the success and overwhelming response that we received from the first ever livepro Knowledge Management Awards in 2017 - this year they're back bigger and better. We have simplified the criteria, improved the entry process and opened it NATIONWIDE - [...]

By | June 27th, 2018|Awards, Customer Service|

Single Source of Truth: The Knowledge Management Technique that Could Turn your Organisation Around (SSoT)

If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. Visit any customer service contact centre and you will invariably find an array of accoutrements adorning each desk – sunny vacation snaps with loved ones, trinkets collected from holidays past, and [...]

By | March 29th, 2018|Customer Service, Management|

Why Customer Journeys Beat Digital Strategies

HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE    As the Director of The Customer Experience Company, I’m often asked a common question: ‘How do I improve our digital customer experience?’. It’s a great example of why asking the right question is so important. Digital strategies are likely to be at the core of most customer [...]

By | December 11th, 2017|Customer Service, Guest Blog|

Get your submissions in for the livepro CKM Awards!

Applications are OFFICIALLY OPEN for the 2017 livepro Customer Knowledge Management Awards!   We would love to hear about your customer service journey and give your team the opportunity to receive well deserved recognition for best practice knowledge management. The Awards are a fantastic opportunity to acknowledge and reward the customer service champions at your [...]

By | June 16th, 2017|Awards, Customer Service|

Why a specialist Customer Service Knowledge Management System?

There are a lot of Knowledge Management systems on the market.  Why should you consider a specialist Customer Service Knowledge Management system?  The short answer is because built for purpose Customer Service Knowledge Management (CSKM) systems are configured so your staff can find answers to any customer enquiry – fast. While standard Document Management systems’ [...]

By | April 10th, 2017|Customer Service|

Facebook chatbots: will they put customer service reps out of a job?

Facebook held their F8 Conference last week where Mark Zuckerberg announced the launch of chatbot services through the Facebook Messenger service. To put it simply, chatbots are programs that mimic human conversations using artificial intelligence. They use natural language to be able to talk to people like we talk to our friends. The aim is [...]

By | May 5th, 2016|Customer Service|