How Contact Centres Can Accelerate Their Digital Agendas
It is starting to be widely appreciated there has been a rapid change of behaviour in the way customers now expect to receive sales and service support. Enforced isolation has…
Agent Assisted Support
Personalization at Scale With Machine Learning: The Xero Story
“I think machine learning’s the big game changer for support and the experiences that people have” – Nigel Piper When Nigel Piper, Executive General Manager, first joined Xero, the company…
How Knowledge Management Has Reinvented Customer Service
How often do your agents answer the same support question over and over? Or search for the answer to a question that a team member has already solved? For most…
3 Ways to Drive Sustained KCS Success with AI-Powered Search
Have you ever stopped to think about the the value of your organization’s collective knowledge? If your customers and support engineers can’t access the right content (knowledge articles, documentation, videos,…
How AI is Revolutionizing Assisted Support
Machine Learning and Predictive Analytics Powers Intelligent Assisted Support Today, there is no aspect of our lives that is untouched by technology. The more technology advances, the more it influences…
5 Ways Service and Support Leaders Can Get Value from Dreamforce ‘15
Whether you’re still flirting with the idea of attending, or you already have your tickets and are a seasoned Dreamforce veteran, the Salesforce team is planning a great event. And…
From Product to Outcome: The Digital Transformation of Customer Support
The digital transformation is having a profound impact on how businesses engage with customers. Driven by the combination of more competent, digitally literate customers and the digitalized workplace, leading organizations…
Infographic: Search is Transforming Customer Service
Research from Bain & Co. has proven that customers are 4 times more likely to leave and turn to your competition if they don’t get the customer service they expect.…
Three Ways Search Drives Better Support Outcomes
Next week, 1,000 technology industry service & support leaders will gather at the TSW Best Practices conference in Silicon Valley to share ideas and explore the key role that service…
How “Upskilling” Employees and Customers via Search Drives the Bottom Line
Attendees at this year’s APQC Knowledge Management Conference in Houston are looking to understand how becoming a knowledge-driven organization can transform their business and drive the bottom line.