Agent Productivity

Automation & Cognitive Tech in Customer Support: Myth vs Reality

Automation & Cognitive Tech in Customer Support: Myth vs Reality

October 13, 2021

Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:

Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

Agent Effort Score: Putting the Cognitive Spotlight on Agent Experience

September 22, 2021

The effort an agent puts in to fulfill their role is often overlooked. Cognitive technology minimizes it to improve support outcomes & productivity.

How to Scale Your Customer Success Function with Cognitive Technology

How to Scale Your Customer Success Function with Cognitive Technology

September 14, 2021

Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.

Knowledge-First Model: The Force Majeure of Proactive Customer Support

Knowledge-First Model: The Force Majeure of Proactive Customer Support

September 9, 2021

In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.

How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

How to Triangulate the Agent Engagement Sweet Spot with Cognitive Technology

September 7, 2021

One important aspect of running a successful business is engaged employees. This blog post reveals 5 ways to nurture engagement using cognitive technology.

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

From Reactive to Proactive: Revitalizing Your Support Org with Knowledge-First Approach

August 31, 2021

Proactive support is the next-gen in customer service. Read on to know how by switching from case-first to knowledge-first, you empower your support agents to be proactive & build sustainable customer support.

How to Create a Robust Knowledge Management Strategy for Your Enterprise

How to Create a Robust Knowledge Management Strategy for Your Enterprise

August 20, 2021

Enterprises have always struggled to capture and manage knowledge. This blog post details a robust framework to build an effective KM strategy to make your customer service game stronger than ever. Read on!

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

5 Simple Ways to Recalibrate Your Ticket Escalation Strategy

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

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

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

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

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

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

May 4, 2021

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.

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Case First to Knowledge First:

Simplifying the Journey to Sustainable Customer Support

Support (re)Focus 2021 – A Virtual Customer Conference