Measuring TTR is an effective way to quantify agent productivity. This blog lists 4 nifty ways to leverage cognitive technology to reduce TTR & increase CSAT.
Support agents possess a ton of tacit knowledge but it is futile if organizations fail to tap into it. Read on to find out the best practices to capture tacit knowledge for KCS success.
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.
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.
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.
Agent assist or AI bots lend support agents a helping hand to juggle multiple tasks. This prevents agent burnout and propels effective support. Read this post to know how.
SLAs are the backbone of customer support relations between companies. Here are 3 ways CS teams can imbue cognitive technology & achieve SLA targets.
Customer support is not a cost center anymore. In fact, support agents now play a key role to generate revenue by upselling & cross-selling. Find out how!
Poor search performance stems from the engine as well as content lifecycle management strategy (or its lack thereof). Here are four strategies to improve both:
Bluebeam achieved a staggering 62% case deflection on its Salesforce Community. This blog post provides a sneak-peek into the company’s spectacular deflection journey.
Wondering how smart algorithms communicate? This blog post explains how Chatbots leverage the power of NLQA to give accurate & fast responses in human language
‘No Result’ pages act as dead-ends for users. Optimize your site-search to increase engagements with these 5 powerful strategies & eliminate zero-result pages.