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…
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…
ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte). As…
Are all support ticket processes created equal? Sadly, no — looking through social media posts is a fast enough way to see that getting help is a complicated matter. Customers…
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
It’s a mistake to underestimate a person’s intuition. You might get away with it once in a while, but the risk-reward usually isn’t worth it. That’s especially true of the…
I’ve been advising companies on how to improve Support outcomes for nearly 20 years. Most of these efforts involve investments in new support technology and begin with, “Tom, how will…
With the accelerated advancement of digital transformation, Customer Support teams have more channels and more data than ever before to manage. The 24/7 nature of commerce today means Customer Support…
Let’s not kid ourselves here. If I were to ask you what first comes to mind when you think of technical support, what would it be? Call centers, headsets, password…
In just 16 days, Salesforce went from just 216 agents working from home to more than 2,800. And they’re not alone. With the new imperative to social distance, Customer Service…
