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The Role of Cognitive Technology in Improving the Digital Customer Experience

The Role of Cognitive Technology in Improving the Digital Customer Experience

May 9, 2022

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.

5 Reasons Why Knowledge Management Programs Fail

5 Reasons Why Knowledge Management Programs Fail

April 29, 2022

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.

4 Reasons Why You Should Attend TSIA World: Interact 2022

4 Reasons Why You Should Attend TSIA World: Interact 2022

April 27, 2022

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.

5 Challenges that Cast a Shadow Over Contact Center Agents

5 Challenges that Cast a Shadow Over Contact Center Agents

April 22, 2022

Outdated technology is hindering your agents to deliver peak performance.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.

Query Classification: What it is & Why it Matters?

Query Classification: What it is & Why it Matters?

April 19, 2022

Learn how query classification works. The post also explains how cognitive engines classify user queries to ameliorate search experience & findability.

Top 5 Challenges Businesses Need to Overcome to Successfully Adopt KCS

Top 5 Challenges Businesses Need to Overcome to Successfully Adopt KCS

March 30, 2022

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.

Understanding Hierarchical Clustering & Its Use Cases

Understanding Hierarchical Clustering & Its Use Cases

March 28, 2022

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.

4 Reasons Why Companies Fail to Provide a Seamless Digital Customer Experience

4 Reasons Why Companies Fail to Provide a Seamless Digital Customer Experience

March 15, 2022

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.

5 Easy Ways to Ace New & Unknown Support Issues

5 Easy Ways to Ace New & Unknown Support Issues

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:

5 Ways to Lower Your Contact Center’s Average Speed to Answer

5 Ways to Lower Your Contact Center’s Average Speed to Answer

February 22, 2022

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.

Communities of Practice: The Hidden Fountainhead of Knowledge Management

Communities of Practice: The Hidden Fountainhead of Knowledge Management

February 16, 2022

‘Community of practice' in knowledge management is making a comeback to rescue industries from the emerging global challenges. This blog elucidates how.

Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

Evaluating Self-Service Success Beyond the Hubbub of Case Deflection

February 9, 2022

Learn why case deflection is facing flak & why organizations need to give up age-old self-service approach. The post also covers 3 CX metrics you need to track!

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