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…
Trouble understanding metadata? In this article, we’ll dig into the questions, what is metadata and how to use metadata, as well as provide advice on managing it. Going solely on…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
According to a survey of 600 IT professionals, 81% said the importance of enterprise search increased in the last year. But many organizations today face increasing challenges in managing and…
You never know when you’ll find yourself in conversation with a chatbot. I recently went to SiriusXM’s customer support site to find a resolution for a streaming issue. I was…
Employee experience will be top of mind for businesses in 2022, as they look to accommodate new ways of working and deter rising attrition. And with workplaces becoming more distributed…
Starting with the basics: What is the difference between third-party cookies versus first-party cookies and zero-party data? Third-party cookies: When you visit a site, a third party leaves a cookie…
A key differentiator of search technology vendors today is the notion of providing unified search. To explain what ‘unified search’ is, we have to first talk about fragmented search. Digital…
The online customer experience is more important than ever. And, as expectations rise, so do the challenges for organizations of all kinds. That was one of the key messages during…
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
