Enterprises are jumping on the customer success bandwagon to maximize CX. Little do they realize that without the right tech, their goals will remain far from reach. This quick post can help fix that:
Automation & cognitive tech for customer service are now popular. Many myths have also cropped up. This post debunks winnows facts from myths for good:
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.
It’s not about channel; it’s about experience. Customers want to be heard, irrespective of the number of channels being offered. Learn how cognitive technology integrates each channel & offers a seamless customer support experience.
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.
What is regex? How does it work? What is the connection between regex and cognitive search? This blog post answers all these questions and more. Read on!
Implement a benchmark plan to measure the success of your contact center operations with these 8 simple steps. Also, learn how to improve contact center quality.
Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.
Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.
The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!
This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.