People tell us so much about their needs when they contact customer support, often long before the interaction itself. They search the website for their issue. They read support articles,…
It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
Trying to find some case swarming best practices? Let’s start by thinking about what your customers want. There’s a reason 72% of customers say they prefer self-service. When done right,…
Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
While you’re focused on making effortless digital experiences for your customers and employees, we want to make that process effortless for you. Coveo’s Spring launch for Service includes capabilities that…
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…
