The Bloomfire PDF “Improving Customer Service Training and Operations with Knowledge Management” explains how integrating knowledge management into customer service transforms training and performance. It outlines challenges such as knowledge silos, inefficient onboarding, and lost productivity, then introduces the Knowledge-Centered Service (KCS) model to centralize information and promote collaboration. The guide provides strategies for onboarding, continuous training, and measuring success using knowledge platforms like Bloomfire. Real-world examples from Orvis, VRBO, AGIA Affinity, and Asure Software show improved resolution rates, faster onboarding, and enhanced customer satisfaction through shared, searchable knowledge systems.

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