Agent Productivity

From Great Resignation to Great Retention: How Support Organizations Can Elevate Agent Experience

Agent Experience, Great Resignation, CX, Agent Productivity

The Great Resignation is not over yet! It is still hovering over your support agents like dark clouds. Read this blog and learn how you can enhance your agent experience to get rid of these gloomy clouds for a clear, blue sky. Click here:

September 1, 2022

Why Swarming Model Makes Sense for Your Support Organization

Customer Support, Customer Service, CX, Agent Productivity, EX, Intelligent Swarming

The archaic support model has developed a lot of crevices over time. Intelligent Swarming not only plugs them but also sweetens the pot in several ways.

July 20, 2022

The archaic support model has developed a lot of crevices over time. Intelligent Swarming not only plugs them but also sweetens the pot in several ways.

5 Easy Ways to Ace New & Unknown Support Issues

Customer Support, Knowledge Management, Agent Productivity, Content Findability

Achieve support equilibrium by minimizing agents' time spent on known issues and empowering them with information to resolve new incidents. How? Here are five easy ways:

March 2, 2022

Achieve support equilibrium by minimizing agents' time spent on known issues and empowering them with information to resolve new incidents. How? Here are five easy ways:

How SearchUnify Makes Salesforce Service Console Users’ Life Easier

Salesforce Service Cloud, Salesforce, Customer Support, Agent Productivity, Knowledge Management, Escalation Management

Simplify your support agents’ life working in Salesforce Service Cloud with SearchUnify’s unified cognitive platform. Tap into AI & ML to redefine information discovery.

January 7, 2022

Simplify your support agents’ life working in Salesforce Service Cloud with SearchUnify’s unified cognitive platform. Tap into AI & ML to redefine information discovery.

Automation & Cognitive Tech in Customer Support: Myth vs Reality

Cognitive Technology, Automation, Customer Support, Agent Productivity

Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:

October 13, 2021

Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:

Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

Agent Experience, Agent Productivity, Customer Service

The effort an agent puts in to fulfill their role is often overlooked. Cognitive technology minimizes it to improve support outcomes & productivity.

September 22, 2021

The effort an agent puts in to fulfill their role is often overlooked. Cognitive technology minimizes it to improve support outcomes & productivity.

How to Scale Your Customer Success Function with Cognitive Technology

Cognitive Technology, Customer Support, Knowledge Management, Agent Productivity

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

September 14, 2021

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

Knowledge-First Model: The Force Majeure of Proactive Customer Support

Customer Support, Knowledge Management, Agent Productivity

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

September 9, 2021

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

Cognitive Technology, Agent Productivity, Employee Engagement

One important aspect of running a successful business is engaged employees. This blog post reveals 5 ways to nurture engagement using cognitive technology.

September 7, 2021

One important aspect of running a successful business is engaged employees. This blog post reveals 5 ways to nurture engagement using cognitive technology.

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

Knowledge Management, Agent Productivity, User Experience

Proactive support is the next-gen in customer service. Read on to know how by switching from case-first to knowledge-first, you empower your support agents to be proactive & build sustainable customer support.

August 31, 2021

5 Razor-Sharp KCS Metrics to Streamline Agent Workflows & Prevent Burnout

Agent Productivity, Knowledge Management, Content Findability

This blog post covers the crucial Knowledge-Centered Services (KCS) metrics that will help improve agent workflows and operational efficiency. Read now!

August 25, 2021

This blog post covers the crucial Knowledge-Centered Services (KCS) metrics that will help improve agent workflows and operational efficiency. Read now!

How to Create a Robust Knowledge Management Strategy for Your Enterprise

Knowledge Management, Content Findability, Agent Productivity

Enterprises have always struggled to capture and manage knowledge. This blog post details a robust framework to build an effective KM strategy to make your customer service game stronger than ever. Read on!

Agent Productivity

September 1, 2022

July 20, 2022

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January 7, 2022

October 13, 2021

September 22, 2021

September 14, 2021

September 9, 2021

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August 31, 2021

August 25, 2021

August 20, 2021

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