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,…
What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
Why more with digital now COVID-19, aka Coronavirus, has literally and figuratively changed the meaning of the tech marketing cliché, “digital or death.” Consumers are still very wary of…
Did you know that we are offering a virtual assistant solution that delivers quick value as it helps businesses handle soaring demand for customer service, triggered by Covid-19? Unlike bait-and-switch…
At last count, more than 247K persons had been infected by the novel coronavirus (COVID-19) in 172 out of 195 countries worldwide. More than 10,000 have already died from complications…
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…
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…
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…
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…
In many areas of management it is clear what to measure and what action to take when things go wrong. For example, if a product comes out of a manufacturing…
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