Contact center customer service
Knowledge management

Improving call center metrics with knowledge management

Knowledge management is growing in importance Based on the findings of the TSIA annual report on the state of knowledge management, this is what John Ragsdale, Distinguished Vice President at TSIA, says about the importance of knowledge management (KM). “Though KM has historically been primarily an area of interest for support, I’m seeing more organizations,…

Agent experience

When it comes to customer experience, take a “whole-chain” approach for success

Businesses pay a lot of attention to their supply and demand chains as they make and take products to market – and for good reason. What they often forget is the experience chain, or how the experience of in-house or partner sales and service agents (including outsourcers) affects the end-customer experience. Instead of taking a…

Artificial Intelligence

We like “Artificial” when it comes to intelligence for customer service (no offense to all-natural aficionados!)

There’s no question Artificial Intelligence (AI) for business is red hot, and AI for customer service is white hot! It could understand customers through natural language processing and answer questions (a classic example is a chatbot or virtual assistant), make intelligent decisions through case-based reasoning—whether it is for precise routing of service requests, the next…

Customer experience

Mixed Feelings About Celebrating CX Day!

Happy because we are celebrating the importance of customer experience, but sad about the state of CX. The Forrester CX Index for the US came out with bad news—customer experience seems to be regressing in the homeland. Here are a couple of key findings from Forrester about 2018 versus 2017 versus 2016: Losses were broader…

Contact center customer service

Want to excel in customer engagement? Go “Dolly” in your contact center!

Those of you that are old enough like me might remember “Dolly,” the first-ever sheep to be cloned. Did you know that your best sales and service agents can also be cloned to maximize performance? We’ve perfected that process and it’s all legal and ethical, and it even benefits the business and society at large!…

Artificial Intelligence

The Case for Case-Based Reasoning

AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process. The results? Transformational change in customer experiences, engagement ROI, service productivity, and sales conversion. Here are some examples: Premier home appliance manufacturer: $50M in average annual…