Agent Productivity

How Technology Silos Are Killing Your AX & Support ROI

How Technology Silos Are Killing Your AX & Support ROI

March 18, 2021

Technology has replaced archaic ways of customer service. Yet support orgs struggle to deliver stellar AX & CX. Read on to know why, & how you can overcome these challenges.

How a Robust Knowledge Base Remodels Your Support Organization

How a Robust Knowledge Base Remodels Your Support Organization

March 4, 2021

An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.

Beyond Round-Robin Order: How Intelligent Case Assignment Drives CX & Agent Productivity

Beyond Round-Robin Order: How Intelligent Case Assignment Drives CX & Agent Productivity

March 2, 2021

Elevate customer & agent experience by applying AI-powered case assignment. Learn how to distribute cases to the best available agents with this blog post.

Zendesk + SearchUnify: A Potent Duo For Elevated Support Outcomes

Zendesk + SearchUnify: A Potent Duo For Elevated Support Outcomes

January 28, 2021

Read on to know how SearchUnify integrates data from across multiple platforms within the Zendesk console to give you a unified view of enterprise knowledge.

6 Innovative Apps that Should be Part of Your 2021 Support Budget

6 Innovative Apps that Should be Part of Your 2021 Support Budget

December 3, 2020

Build resilient business models and meet customer expectations of coming times, with the right technology. Here are 6 futuristic apps to build a robust tech stack.

CTO’s POV: Augment Workforce Productivity and Reduce Customer Effort to Weather All Disruptions

CTO’s POV: Augment Workforce Productivity and Reduce Customer Effort to Weather All Disruptions

November 25, 2020

Business leaders need to adapt to weather all disruptions. This blog post reveals tips from a CTO for augmenting workforce productivity & lowering customer churn.

3 Powerful Ways to Imbue AI for Predictive Customer Service

3 Powerful Ways to Imbue AI for Predictive Customer Service

November 24, 2020

Predictive customer service allows you to take proactive steps for customer support. This blog post covers three ways to make customer service predictive with AI.

5 Pillars of Modern Customer Service to Future Proof Your Business

5 Pillars of Modern Customer Service to Future Proof Your Business

November 10, 2020

The future is cognitive. This blog discusses five pillars of modern customer service that will future-proof your business, no matter which industry you’re from.

Escalation Prediction: An Indispensable Part of Modern Customer Support

Escalation Prediction: An Indispensable Part of Modern Customer Support

November 2, 2020

Escalation is not a good sign for CX. Read on to know how AI-powered escalation predictors leverage feature engineering to predict support ticket escalations.

Unlocking the Full Potential of MS Dynamics 365

Unlocking the Full Potential of MS Dynamics 365

October 1, 2020

Microsoft Dynamics 365 is one of the most widely used business application platforms. Read this blog to know how cognitive search can amplify its capabilities.

How to Improve Average Handle Time Without Compromising on CSAT

How to Improve Average Handle Time Without Compromising on CSAT

September 29, 2020

AHT is a measurement of how long an interaction with a customer takes. Read on to know how you can calculate and reduce it without compromising on CSAT score.

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