Before selecting a solution to tackle your KM woes, get up to speed with the top 5 trends shaping these platforms, that will guide you through 2022 & beyond.
Gone are the days of long response times and hand-offs. It is time to say au revoir to the archaic tiered support model and hello to the proactive and collaborative model - Intelligent Swarming. Read on to know more.
Wondering why your support team is falling short of delivering superior CX? This post identifies top 9 challenges that could be at the center of it & how to overcome them.
Remote working brings a horde of challenges related to work models and distributed workforce to the table. Unveil what they are & how NETSCOUT is overcoming them.
Is cognitive technology the answer to scaling customer success function efficiently? If so, how? This crisp blog post answers this and many more questions about what’s next in CS.
In customer-centric times, proactive customer service is the way forward. If you are still operating on a reactive, case-first model, then this blog post is for you.
Proactive support is the next-gen in customer service. Read on to know how by switching from case-first to knowledge-first, you empower your support agents to be proactive & build sustainable customer support.
This blog post covers the crucial Knowledge-Centered Services (KCS) metrics that will help improve agent workflows and operational efficiency. Read now!
Enterprises have always struggled to capture and manage knowledge. This blog post details a robust framework to build an effective KM strategy to make your customer service game stronger than ever. Read on!
Struggling to surface relevant content for your self-help portal’s success? Here's a stepwise guide to building a content management and maintenance strategy that helps.
An ideal knowledge base article enables customers to help themselves. Read on to know how you can create articles that are useful and engaging.
Agile knowledge management, the new-age way to manage information in organizations. This blog post explains what it is, why you need it, and how you can instill it.
