Any time I have to make a big purchase, I hate my life. I don’t mean to sound melodramatic, but it is the wost. There is so much research that goes into buying a new phone or car or even your health insurance.

There is something so satisfying about a perfectly organized closet.

When I was first learning how to write in elementary school, my teacher would give us strips of colored paper so we could understand the difference between an introductory sentence, a body sentence, and a thesis statement.

How should you title your knowledge base articles?

Two years ago, most call centers couldn’t fathom having agents working remotely. Then Covid changed all of that. Work-from-home call centers are normal now.

Sometimes people confuse a ScreenSteps knowledge base for an intranet service. Essentially, they think we are the equivalent of fraternal twins, similar with a slightly different look.

Do you ever go to start a project and think, “That’s impossible”?

What is the purpose of your knowledge base? Your knowledge base is there to help employees when they are stuck.

Your business is growing and customer calls are starting to pick up. You realize you need to figure out a customer service plan to support your customers. And, ultimately, you realize it is time for your business to have a call center.

Does it feel like your company’s knowledge and information are all over the place?