Knowledge Management is progressing at an unprecedented rate. Low-code development platforms and AI are fueling a revolution that is taking the customer service industry by storm. In light of this, most enterprises have veered to meet short-term survival goals. But long-term success requires more potent organizational forms like Community of…
Most companies view contact centers as an Achilles' heel or a necessary overhead. Accordingly, their improvement efforts focus on reducing costs and amplifying efficiency while overlooking the core principle of elevating the customer experience. So, to curb unwarranted expenditure, customers are forced to bend their ways. Their service requests get…
MadCap Flare is a powerful content management software used to create, manage, and publish content in a wide variety of formats and languages. It allows users to streamline the creation and multi-channel delivery of user guides, product training, knowledge bases, and more without possessing any technical knowledge. But while the…
Is it just me, or is January flying by? Either way, I hope you’re having a productive one. Previously on our higher education series, we covered how the pandemic set the users—students and educators—on a path of disarray. The final installment of this saga is dedicated to none other than…
Joomla! is a feature-rich, open-source content management system (CMS) used for publishing web content. It allows you to build and manage responsive websites from one single platform. It further simplifies creating, publishing, archiving, and distributing web content or data. But no matter how advanced or responsive your website is, if…
The bizarre realities of the pandemic showed how unprepared industries were when up against abrupt changes. Sectors like higher education were hanging on a ledge. Evolving student preferences alongside new workforce challenges pushed education institutions to reinvent their operation with a digital-first approach. After the initial phase of the overhaul,…
AI in the education market is predicted to rise to $10.38 billion by 2026 Artificial Intelligence has mustered a lot of ballyhoo from all over the world. A quick search for "AI across industries" will return billions of results that pinpoint the same thing: the need for a digital brain.…
Salesforce® Service Cloud needs no introduction. It is one of the most popular and highly-rated customer service software solutions. Support agents spend most of their time browsing through it to quickly solve problems. But here’s the catch: enterprise knowledge is not limited to one application or platform. It spreads across…
Back in the day, customer support was limited to connecting with a customer, serving a scripted response, closing the ticket, and moving on. A lot has changed since then. Now, the focus has not only veered towards hyper-personalized, proactive customer experience but also agent experience. That makes it mission-critical to…
The worldwide chatbot market is projected to amount to $454.8 million in revenue in 2027, up from 40.9 million dollars in 2018. The chatbot wave is at an all-time high, and there isn’t a single industry that remains unaffected. So, going into 2022, we thought of acquainting you with the…
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