Agent Productivity

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

Customer Experience, Customer Support, Agent Productivity, Escalation Management

Escalations are inevitable. But, for support success, it's important that we manage them well. Learn how to create an effective ticket escalation strategy, here.

August 18, 2021

Escalations are inevitable. But, for support success, it's important that we manage them well. Learn how to create an effective ticket escalation strategy, here.

How TSIA’s Support Services Maturity Model Revitalizes Your Support Function

Customer Support, Support ROI, Agent Productivity

Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.

July 15, 2021

Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.

No More Tier Fear: Catapulting Intelligent Swarming & Support Efficiency with Cognitive Tech

Customer Support, Agent Swarming, Agent Productivity

Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Check out how!

May 28, 2021

Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Check out how!

4 Handy Ways to Capture & Codify Tacit Knowledge in Your Organization

Customer Support, KCS, Agent Productivity

Support agents possess a ton of tacit knowledge but it is only fruitful if organizations tap into it. Learn how to capture tacit knowledge for KCS success.

May 4, 2021

Support agents possess a ton of tacit knowledge but it is only fruitful if organizations tap into it. Learn how to capture tacit knowledge for KCS success.

5 Pro Tips to Deliver Exceptional B2B Customer Service

Customer Support, Agent Productivity, Customer Experience

Nurturing good customer relationships in B2B is critical. One wrong move can lure them away. Check out 5 best practices to deliver stellar customer service.

April 29, 2021

Nurturing good customer relationships in B2B is critical. One wrong move can lure them away. Check out 5 best practices to deliver stellar customer service.

4 Shackles that Hold Back a Successful Proactive Support Model

Customer Support, Proactive Support, Agent Productivity

Proactive support is something that’s much talked about but less achieved feat by organizations. This blog post lists the top five hurdles and how you can overcome them.

April 22, 2021

Proactive support is something that’s much talked about but less achieved feat by organizations. This blog post lists the top five hurdles and how you can overcome them.

How Cognitive Tech Dethrones Traditional Ticket Routing & Delivers Better CX

Customer Support, Case Prioritization, Agent Productivity

Case assignment has evolved. If you’re still using the old approach, you’re lagging behind. This blog post explains how you can effectively triage tickets with cognitive tech.

April 21, 2021

Case assignment has evolved. If you’re still using the old approach, you’re lagging behind. This blog post explains how you can effectively triage tickets with cognitive tech.

How Technology Silos Are Killing Your AX & Support ROI

Customer Support, Agent Productivity, Customer Experience

Technology has replaced archaic ways of customer service. Yet support orgs struggle to deliver stellar AX & CX. Read on to know why, & how you can overcome these challenges.

March 18, 2021

Technology has replaced archaic ways of customer service. Yet support orgs struggle to deliver stellar AX & CX. Read on to know why, & how you can overcome these challenges.

How a Robust Knowledge Base Remodels Your Support Organization

Customer Support, Knowledge Management, Agent Productivity

An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.

March 4, 2021

An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.

Beyond Round-Robin Order: How Intelligent Case Assignment Drives CX & Agent Productivity

Customer Support, Case Assignment, Agent Productivity

Elevate customer & agent experience by applying AI-powered case assignment. Learn how to distribute cases to the best available agents with this blog post.

March 2, 2021

Elevate customer & agent experience by applying AI-powered case assignment. Learn how to distribute cases to the best available agents with this blog post.

Zendesk + SearchUnify: A Potent Duo For Elevated Support Outcomes

Customer Support, Agent Productivity, AI‑Powered Support Applications

Read on to know how SearchUnify integrates data from across multiple platforms within the Zendesk console to give you a unified view of enterprise knowledge.

January 28, 2021

Read on to know how SearchUnify integrates data from across multiple platforms within the Zendesk console to give you a unified view of enterprise knowledge.

6 Innovative Apps that Should be Part of Your 2021 Support Budget

Customer Support, AI‑Powered Support Applications, Agent Productivity

Build resilient business models and meet customer expectations of coming times, with the right technology. Here are 6 futuristic apps to build a robust tech stack.

December 3, 2020

Build resilient business models and meet customer expectations of coming times, with the right technology. Here are 6 futuristic apps to build a robust tech stack.

Agent Productivity

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