The best knowledge workers are working for more than just money. ~ Marshall Goldsmith The modern-day whirlwind of the support industry pushes customer support agents to be limitless. To stay ahead, enterprises must empower their agents to become proactive knowledge workers - contributing a dynamic knowledge-sharing culture, building and refining…
Knowledge management is the cornerstone of every enterprise across various industries. 85% of organizations acknowledge that knowledge is crucial to their success, making KM tools important in maintaining a competitive advantage. However, the question is - Is knowledge management limited to customer support teams only? That’s definitely not true. The…
Today, customer service productivity directly impacts organizational growth. And, the key to boosting agent efficiency lies in adopting a knowledge-first culture supported by gamification and rewarding systems. For better employee engagement and to foster a continuous learning process, gamification is a crucial tool for enterprises aiming to improve customer service…
The rules of customer support are changing. As we enter 2025, enterprises face an inflection point—one where traditional methods are being rendered obsolete by rapidly evolving customer expectations and technological breakthroughs. What will it take to thrive in this new era? The answers lie in trends that are reshaping how…
Agentic AI is the latest technological advancement, ready to take the enterprise search landscape to an unprecedented level. Ever wondered why agentic AI? Because GenAI is significantly transforming the search landscape through enhanced information retrieval and content creation. The answer lies here—30% of GenAI projects will fail after proof of…
Did you know that 80% of consumers can move to a competitor just after one particularly bad experience? This statistic underscores the need to constantly create a good customer experience, which may have dipped as a result of the lack of ability to retrieve accurate and relevant information. Delays in…
In today’s fast-paced world, modern customers have little patience for waiting on hold during customer support calls. Instead, they increasingly prefer to resolve issues on their own through self-service. A prime example of this is Apple’s iPhone knowledge base, where users can easily access articles to troubleshoot common issues like…
In today’s fast-paced digital world, customer expectations are soaring. They demand instant answers, personalized experiences, and seamless support across all channels. But are your support operations equipped to keep up? Many companies struggle to scale their support while maintaining a consistent and efficient customer experience (CX). Siloed knowledge bases, outdated…
Ah, the holiday season—the most wonderful time of the year! But for support agents? Not so much. It’s the busiest, most chaotic time, with customer queries piling up faster than holiday shopping carts. Customer support during the holidays can see support requests shoot up by 5 to 10 times, and…
"Too often, people think of knowledge management as a noun. They’re mistaken: Knowledge Management is a verb, a way of getting work done." ~ Jeff Angus The present scenario witnesses a large volume of customer inquiries that come with the pressure on support teams to resolve issues quickly and efficiently.…
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