Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:
The effort an agent puts in to fulfill their role is often overlooked. Cognitive technology minimizes it to improve support outcomes & productivity.
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.
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.
One important aspect of running a successful business is engaged employees. This blog post reveals 5 ways to nurture engagement using cognitive technology.
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.
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!
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.
Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.
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!
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.