Data is king, but how helpful is your data if it’s sitting strewn across multiple siloed systems? Insurance distribution is powered by knowledge of customers, but the old days of…
The shift to a work-from-home-first mentality has changed a lot about the nature of the employee experience—especially the coveted office perks. Goodbye, lunchtime yoga classes. So long, cabinets full of…
The goal of every organization is to help people help themselves. Service leaders want to enable self-service and increase case deflection rates as a result. However, as service leaders well…
What do you do if you are one of the world’s largest insurance companies, your search platform is discontinued by the vendor, your Medicare/Medicaid business faces increased competition, and a…
There’s something remarkable happening, a trend that’s reshaping how and why companies do business: product democratization. A leveling of the playing field, if you will. Today, most business sectors are…
As a cloud communications company that prides itself on connecting an enterprise’s digital workforce, Fuze was falling behind in solving these issues within its own tech stack. Support content was…
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
Working remotely didn’t stop us from continuing to innovate in order to expand upon our service offering ahead of our Summer Release. Now that we’re here, we are excited to…
This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information…
