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.
A future-proof knowledge management strategy is crucial to improve self-service & reduce user effort. Want to know why your KM efforts are failing? This blog explains.
Grab your lanyard and learn how you can drive value from TSIA World: Interact Conference in a full circle. Read this blog to know more.
Outdated technology is hindering your agents to deliver peak performance.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.
Learn how query classification works. The post also explains how cognitive engines classify user queries to ameliorate search experience & findability.
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.
In data mining, hierarchical clustering is a way of segregating objects. Agglomerative & Divisive are the two types of clustering. Read on to know more about it.
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:
Lowering Average Speed to Answer (ASA) can be an insurmountable task for many contact centers. But not anymore! With SearchUnify & AI added to your tech stack, supercharge your agent productivity and CX.
The community of practice; in knowledge management is making a comeback to rescue industries from emerging global challenges. This blog post explains how.
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