Before the pandemic hit the globe, a survey (Global Workspace Survey) conducted by International Workplace Group (IWG) pointed out that a whopping 75% of respondents believed the flexible working to have become the “new normal.” So, this is not a new concept, for sure. But implementing the remote working policies…
E-commerce space is brimming with companies, but most of them fail to stay ahead of the curve in terms of conversions and driving sales. If 76 out of every 100 visitors end up abandoning their cart, there is something that’s not adding up. Having the basics down might attract shoppers…
In the last couple of months, the very definition of normal has undergone a drastic change. Things like work from home that were a rare sight earlier have now become mainstream. But it’s the business world that took the biggest brunt of the situation. With employees confined to their homes…
Knowledge management is the process of capturing, distributing, and effectively using knowledge. - Tom Davenport The Technology Services Industry Association (TSIA) defines knowledge management as the controlling of facts, lessons, or best practices learned by employees that can be captured to benefit the whole organization. Although that may sound simple…
“We have eliminated the word ‘escalation’ from our vocabulary,” said Marco Bill-Peter, VP of Global Support Services - Red Hat. Steve Young, former Service Business Transformation - Cisco, talked about “playing catch, not ping-pong,” and the objective of “the first person to work on a customer issue [case or incident]…
Tech giants have exploited big data to give birth to Siri and Alexa, a form of AI that surprises us every time we use it because it gets better every time. These AI apps are powered by well-built ‘knowledge graphs’ that help them provide relevant responses to users. Is it…
AEM is one of the most renowned content management suites. It’s a powerful solution that simplifies content management and delivery, which enables brands to deliver seamless digital experiences via web, mobile, and apps. While it has become an indispensable part of many organizations, it isn’t a one-stop-shop for their customers.…
There is no denying that distributed manufacturing has its own competitive advantages - efficient utilization of resources, fewer barriers to market entry, reduced amount of capital, and the list goes on. However, it has its downside as well. Unlike traditional manufacturing, where raw materials are brought together, assembled, and fabricated…
We're in an era where technology has simplified almost every sphere of our life. Needless to say that people expect brands to leverage it too. And the need for simplicity becomes all the more necessary when it comes to after-sales service. How quickly brands resolve queries and the efforts customers…
Change is inevitable. And nobody knows that better than businesses. They constantly need to adapt to the changing environment to continue operating. At times, this means forgoing age-long practices for new and more powerful methodologies. The mainstream support model has started showing its age. It’s paving way for a better…
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