Escalations are inevitable. But, for support success, it's important that we manage them well. Learn how to create an effective ticket escalation strategy, here.
What is regex? How does it work? What is the connection between regex and cognitive search? This blog post answers all these questions and more. Read on!
Implement a benchmark plan to measure the success of your contact center operations with these 8 simple steps. Also, learn how to improve contact center quality.
Service organizations are struggling to demonstrate measurable performance. To circumvent a myopic approach, TSIA has come up with a proven model.
Colubridae ‘21, the first major release of the year, is out to skyrocket your self-service & support ecosystem with more cognitive fuel & a bonus feature.
The secret to successful chatbot conversations, at scale, are dynamic decision tree structures. Don’t know what they are? Read this blog post to find out all about them!
This blog points out the difference between reference and resolution articles. It also explains why it's best to close your tickets by attaching resolutions.
In the ever-evolving technology landscape, progressive service leaders have witnessed AI working in mysterious ways. Check out how to build a successful business case in AI to augment support experience for both your customers and employees.
Inconsistent response times can lure your customers away. By embedding cognitive technology, you can propel intelligent swarming that can do wonders for your organization. Check out how!
The best way to identify your customers’ wants is to integrate support insights with product teams. This blog post covers six ways in which you can do that.
Mastering the proactive approach is a top priority of many support leaders. Chatbots can help you proliferate proactiveness with a more personalized experience. Let’s find out how.
Measuring TTR is an effective way to quantify agent productivity. This blog lists 4 nifty ways to leverage cognitive technology to reduce TTR & increase CSAT.
