By now, you’ve heard about the Great Resignation. Employees are flocking to greener pastures, and Banking & Finance is no exception. In fact, it has one of the highest turnover…
The past two years’ transition to remote and hybrid work has forever changed the workplace. Work is increasingly distributed — to meet new demands to attract talent, enterprises are offering…
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
Far too few organizations understand how much is riding on their knowledge base strategy. By some estimates, only 44% of companies consider improving the knowledge base a top priority. Alas,…
When a support case is opened, nothing is more frustrating for the agent than not understanding the context of the case. Agents often struggle with too much information (and sometimes…
The shift to a work-from-home-first mentality has changed a lot about the nature of the employee experience—especially the coveted office perks. Goodbye, lunchtime yoga classes. So long, cabinets full of…
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…
One of the biggest barriers to support agent proficiency is poor access to case-resolving knowledge. Information is everywhere, often in fragments across an ecosystem of enterprise applications, databases, and knowledge…
This is the second in a five-part series examining trends that will increase worker and customer proficiency in 2015 via advanced, enterprise search-powered apps. Trend 2: Search-powered apps help people…
