Transitioning from a case-first to a knowledge-first model empowers agents to deliver seamless customer support. But how to make that happen? This blog post explains!
Higher customer effort score is a better driver of customer loyalty. Read on to know how cognitive technology improves your CES, and CX in the process.
Join TSIA World: Envision to network with the industry’s stalwarts and learn top technology trends of 2022. Read out the blog for more information.
Premium support is the gold standard to transform your support services and take them a notch higher. Why and how? Let this blog guide your path!
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.
Colubridae ‘22 is out. What was the vision behind it and what are some of the key additions it introduces? Our Product Evangelist, Bharat Sethi, explains.
Read this blog to learn how a strategic framework can align KCS practices to your organizational goals and enable you to effectively achieve them.
Support organizations have invested heavily in multiple digital support channels to create a seamless omnichannel digital customer experience. Read this blog to learn how cognitive technology brings more opportunities to improve the digital support experience for both customers and employees.
Outdated technology is hindering your agents to deliver peak performance. This blog post identifies 5 such challenges that could be at the center of it.
KCS is taking the customer service world by storm. But after the initial kick-off, many firms leave the knowledge management programs hanging. Wondering why? This blog post explains.
Can’t put your finger on why your firm is struggling with DCX? This post reveals four factors that could be at pulling you down.
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:
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