Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
Without a doubt, the global pandemic has impacted customer service operations and call centers in several ways. From shifts in overall business strategy, to technology issues for employees working from…
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…
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…
In our previous piece, we explained how your customer service agents could benefit from an insight panel. From helping them find the right information faster, to knowing what a customer’s…
In 2019, insurance software company HealthEdge surveyed 5,000 people and found that 78% of respondents were satisfied with their health insurance providers – except in one area. Consumers struggled to…
The customer service agent’s job is getting more difficult. By the time customers contact an agent, they’ve probably been routed through several other self-service alternatives that didn’t work. As a…
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…
Working remotely didn’t stop us from continuing to innovate in order to expand upon our service offering ahead of our Summer Release. Now that we’re here, we are excited to…
If you think about it, in our everyday lives as consumers, we tend to gravitate to the products and services that provide truly effortless experiences. Whether we are buying, using,…
