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The Top 23 Articles of 2023: #20-23

From building better knowledge management programs and stronger teams to healing relationships with your customers, this year, we covered a variety of topics to make your work easier. Over the next two weeks, we'll count down our top 23 articles of 2023. With this first installment, let's begin the countdown to #1.

#23: The Power of Service Recovery

Fred Gatty

Headshot of Fred Gatty

Things inevitably go wrong, but what’s important is how well you work to heal the relationship with your customer.

#22: What to Do and What to Avoid for Your Knowledge Management Program

Kate Leggett

Headshot of Kate Legget

If you’re looking for a roadmap for an effective KM approach, and the detours that can slow down the process, look no further.

#21: Use Customers' Questions to Build Better Knowledge Base Articles

Leslie O'Flahavan

Headshot of Leslie O'Flahavan

The goal of a template is to make writing as clear and as easy as possible, and customer input can help.

#20: Sharing Is Caring: How Knowledge Builds Stronger and Better Teams

Angie Sotreanu

Headshot of Angie Sotreanu

Fostering a culture of knowledge-sharing in the contact center can lead to enhanced customer service, consistent and superior customer experiences, increased productivity, and a more engaged workforce. But it's something that must be consciously nurtured, day after day.