Micah Peterson, Chief Product Evangelist at ProcedureFlow, shares tips for reducing ambiguity for customers and making knowledge repositories more consumable. The podcast also discusses the importance of leveraging user feedback, reducing confusion in customer interactions, and prioritizing the right things for product development.

Micah Peterson, VP of Product Management at ProcedureFlow, talks about delusions in customer service at the VP level, the impact of followed procedures on AHT, the challenges of text-based knowledge bases, the importance of responding rather than reacting in customer service, visualizing concepts in knowledge management, remote work and the importance of human connection, the value of scenario-based training for VPs, and the importance of innovation in customer service.