Are your support mavens answering the same question time and again? Or, are they reinventing the wheel by looking for answers to a question that has already been resolved? If yes, then you are not alone in that boat. That’s how most support organizations function nowadays. Support agents resolve cases…
Cybersecurity Ventures opines that global cybercrime will cost the world a whopping $10.5 trillion annually by 2025. Every day headlines bring new reminders that the future is uncertain. On top of it, cybercrime is becoming more aggressive and dangerous for enterprises worldwide. Thanks to the ever-evolving digital age and the…
Knowledge-Centered Service (KCS) is a proven, principle-based methodology that captures, structures, reuses, and improves enterprise knowledge to streamline support processes. It emphasizes on continuously generating demand-driven and self-improving knowledge, thus maximizing support outcomes. This blog post focuses on the key KCS metrics that you need to track to improve agent…
Knowledge is power, but only when you can find it at the right time. One of the reasons why many organizations struggle with harnessing the power of knowledge is due to findability issues (say hello to data silos.) This is why knowledge management is so crucial. Without it, businesses will…
Customers jumping ship due to subpar support experience is your worst nightmare coming to life. But irrespective of how airtight your customer service is, there will be cases where customers become unhappy or irate and demand to speak to the higher authority. Additionally, not all tickets are created equal. Some…
Today, data has become irrevocably intertwined with business strategies because leaders want to pursue progress, innovation, and on top of all, outshine others. And extracting value from organizational data helps achieve these goals, that too, at scale. But where there is data, there are data silos. To overcome this hurdle…
Imagine being tasked with extracting valuable information from a set of strings/characters – mainly from names of companies, phone numbers, URLs, ZIP codes, financial reports, etc. The phrase "finding a needle in a haystack" comes to mind, right? But that won't be the case if you know about regular expressions…
Contact centers have always played a vital role in strengthening customer relations and rendering stellar CX at scale. This was further amplified during the pandemic. According to a study of contact centers, 92% of respondents experienced an uptick in the volume of interactions across channels. This placed contact centers and…
The more the data, the better your business will be. But is this statement always correct? Enterprises feel that the more data they have, the more they learn from it and make informed strategies for lasting success. While data is the currency of the digital age, its overload is a…
The only thing worse than finding no information at all is finding outdated information. If this happens, customers end up doing the evitable - raising a ticket. Your organization may be creating a lot of content to enable your customers to help themselves. Your customers may still be struggling to…
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