If you have ever watched the Great British Bake Off, you know that HOW you do something is just as important as WHAT you do.

What's the recipe for the perfect knowledge base article?

When you write your know base articles, is there such a thing as including too little or too much information?

Last weekend, I took my wife on a date in a part of town that I wasn’t very familiar with.

If only implementing new software in a company was like a magic trick. All you would have to do is snap your fingers, wave a wand, or say the magic words, and it’s done. Everything is seemingly perfect. Or is it?

Having helped hundreds of people create knowledge bases in ScreenSteps over the past 10 years, I often get asked to look at policies, procedures, and knowledge base articles and give feedback on whether they look good or not.

What would happen if you gave a doctor the wrong tool in the operating room?

What content should you include in your knowledge base? Your company probably has a bunch of policies, processes, and procedures. Often, that number can be overwhelming. And, which of those actually need to go into your knowledge base?

Creating call flows can be intimidating. There are a lot of different ways to create call flows, not to mention all the different software out there to choose from.

Writing call flows for your customer service team is not for the faint of heart.