Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
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…
“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 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…
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,…
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…
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…
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…
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.…
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…
