In a consumer survey we conducted during the pandemic, 57% of those surveyed reported getting different answers for the same question when they contacted a government agency through different channels…
KMWorld Connect 2021 is happening as a virtual conference, for the second year in a row. While it is disappointing to not be able to meet our peers, colleagues, and…
The Forrester CX Index reports have been sounding like a broken record year after year. Not a single company offered “excellent customer service,” the index dropped, or it barely moved,…
The importance of knowledge management in the call center is growing Based on the findings of the TSIA annual report on the state of knowledge management, this is what John…
We provide omnichannel customer engagement software, powered by knowledge. According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5…
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…
No, we are not talking about socio-economics or politics! We are talking about how a modern knowledge management system can bring about performance equality among your agents, making all your…
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
We understand the need for tradeoffs in performance metrics to balance the proverbial scorecard. However, there are some technologies that transform business, creating value tides that lift all “metric boats”.…
Link Timbuktu weather to Michigan job growth? That's tough! Timbuktu weather and Michigan job growth? An asset management firm claims to have such clairvoyant insights that have enabled them to…
