The only true failure is keeping knowledge you could have shared with others to yourself. ~ Baylor Barbee Team knowledge grows when employees actively and consistently share knowledge within the team. Due to inefficient knowledge sharing, US-based businesses lose around USD 2.7 million to USD 265 million in productivity. This…
Case transfers are a costly and frustrating bottleneck. The constant “ping-pong” shuffling of cases between agents not only strains agent morale but also erodes customer satisfaction. Case transfers are a common occurrence in contact centers. All of which give rise to a significant decline in customer experience, impacting CSAT and…
"Is AI here to take my job?" That’s the question weighing on the minds of countless employees today, especially customer support agents. As AI continues to revolutionize industries, it has sparked excitement and unease in equal measure. While it’s undeniably streamlining processes and automating tasks, it’s also fueling anxiety about…
"Breaking down barriers and working across silos is the key to any company’s success. The whole is greater than the sum of its parts." ~ Jack Welch – Former CEO of GE Organizational silos appear when teams focus on individual goals rather than collaboration and teamwork. McKinsey states that 80%…
The explosion of information, coupled with rising customer expectations, presents a significant challenge for support teams. Customers demand quick, accurate solutions, and businesses are increasingly turning to self-service as a cost-effective and efficient solution. However, traditional knowledge management often falls short, failing to bridge the gap between information and resolution.…
The transformative potential of Large Language Models (LLMs) in technical support is capturing the attention of forward-thinking businesses. However, transitioning from pilot projects to full-scale adoption requires a compelling business case that resonates with decision-makers and clearly demonstrates the return on investment (ROI). This blog post outlines a structured approach…
‘’Knowledge has to be improved, challenged, and increased constantly, or it vanishes.’’ ~ Peter Drucker (Father of Management) The knowledge your team holds is more than just a resource, it’s a valuable asset for an organization's success. What happens when a team fully taps into the collective expertise of products,…
In today's customer-centric world, a self-service portal is no longer a luxury—it's a necessity. But simply having a portal isn't enough. To truly empower customers and reduce support costs, you need to design a support portal that acts as a powerful deflection engine, guiding users to find solutions independently. This…
Large Language Models (LLMs) hold immense promise for revolutionizing customer support, offering the potential for 24/7 availability, instant responses, and personalized assistance. However, unleashing the true power of LLMs in support interactions requires a nuanced approach that goes beyond simply deploying a generic model. The key lies in tailoring the…
Large Language models (LLMs) have set the tech world ablaze with human-like text generation capability. Despite this breakthrough, LLMs' limitations, such as limited context, hallucination, data privacy, and security, overshadow their advantages. Enter RAG (Retrieval Augmented Generation), a cutting-edge technology to optimize LLMs, improving their accuracy and reliability through context…
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