Add knowledge management to your recipe for resolving agent experience woes “Knowledge Management (KM) is the #1 technology for enhancing the three main customer service perspectives of operational performance, customer…
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,…
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…
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”…
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