Is Knowledge Centered Service Right for My Organization?
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
self-service
Your Guide to Location-Aware Search
Implementing location-aware search should be a top priority for brands in 2022. Why? Well, to start with, the holiday shopping season of 2021 fueled a resurgence of in-person shopping, even…
8 Issues Often Forgotten When Moving to an End-to-End CX Strategy
The customer experience (CX) has evolved dramatically over the past three decades. In the 1990s, Joe Pine, in The Experience Economy, focused on “memorable experiences.” In the early 2000s, IBM…
Optimize the Support Journey with Next-Gen Case Deflection
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…
How Search is Enabling Self-Service, Ecommerce, and Enterprise Stitching
Maybe it’s the hype around digital transformation coming to fruition. Maybe it’s the lasting effects of the global pandemic. Regardless, the move toward richer, more contextually relevant digital self-service experiences…
Practical Tips for Dialing Up Relevant Customer Service Experiences
It’s a big ask, this constant push for service leaders to do great by customers — while simultaneously cutting costs. Layer in a level of unpredictability unseen in recent years…
athenahealth Achieves Self-Service Success Using KCS and Analytics
Athenahealth knows that the latest breakthroughs in medicine come when you can tap the collective knowledge of experts. When it merged with Virence Health in 2019, athenahealth had established a…
Blending Short-Term Survival with Medium-Term Strategy
How do you adjust your immediate plans when dealing with an uncertain future? Be relevant in every channel of interaction and re-imagine your self-service strategy.
How an Intelligent Workplace Improves the Employee Experience
The workplace in this “Roaring 20s” decade is anything but tame and complacent. The modern workplace flies at the speed of thought, bombarded with all types of information overload. Sifting…
Help Customers Help Themselves: 3 Digital Self Service Strategies that Work
We’re in a new era of doing business. With more than 1.5 billion people under stay-at-home orders, retail stores shuttered across the globe and customer service agents now part of…