Knowledge management for the contact center: The secret behind successful digital CX transformation
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,…
Improving call center metrics with knowledge management
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…
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…
Yes, equality is no myth and everyone can get into the top 1%!
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…
Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!
Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can…
Sorry, Kaplan and Norton, you need to invent an “unbalanced scorecard” for knowledge-powered contact centers!
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”.…
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