About Eric Courville
One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge…
Customer Service Trends Part 2: Upskill Agents With Search
The distance between a customer and a resolution to a service-related issue should be minimal, according to a landmark CEB study of 125,000 consumers. The study revealed that 96% of…
Customer Service Trends Part 1: Focus on Competent Customers
Customers have become increasingly motivated to find answers on their own via online self-service or a customer portal, yet are often unsuccessful finding the help they need. What’s the problem?…
The Must-Attend Web Event for Customer Service Innovators
Update: a recording of this webinar on 11/18/2014 is available here. Support teams face a tremendous challenge when critical knowledge assets reside in various systems and applications. The good news…