Tag: Knowledge Management
Goodbye 2020… Lessons Learned
I wish I could say, “Hate to see you go,” but that is definitely not the case. I believe that each of us has...
Contact Center Pipeline Magazine: Inside Our November 2020 Issue
Sitting here this morning, I see we have three sets of numbers going up… way up! Unfortunately, our COVID numbers are climbing higher and...
Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center Pipeline’s 2020 contact center...
The Gig Economy Effect: Addressing New Expectations and Requirements for Contact Centers
Managing the contact center for maximum effectiveness has taken on a whole new level of importance as today’s agents are signing up for a...
AI and KM: From Knowledge Management to Knowledge Automation
When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...
Turning Up the Heat on the Contact Center: A Fireside Chat with Verint’s Ryan...
When you think of states with the hottest temperatures in the U.S., chances are Arizona will be at the top of your list. Here...
Surviving Post-Holiday Returns
Whew! You made it. Your team made it. Another holiday season is behind you. Despite all the challenges, despite all the: Product inquiries
Order status checks
Incorrect...
It’s Time to Get More Out of Data
Contact Centers have always had an abundance of data about customers and performance. Unfortunately, that data is not being fully utilized to benefit the...
Virtual Assistants Can Be Your Contact Center Agents’ Best Friends
For all the buzz about “bots” and Artificial Intelligence (AI) and their potential to make agent-supported contacts go away, agent-handled contacts still dominate for...
7 Steps to Superior CX
Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—the research and...
Take Self-Service Up Another Notch
If you’re like me, you may waffle between excitement and cynicism over self-service (SS). Over the years, there has been a lot of hype...
What, Exactly, Makes for Great CX?
We talk a lot about delivering an exceptional customer experience (CX), but the talk focuses on how to deliver it. “Improve first-call resolution,” or...
How Technology Is Paving the Path to Contact Center Workplace Wellness
For years, organizations have embarked on workplace wellness initiatives to help reduce healthcare costs, cut absenteeism, prevent employee burnout and keep employee productivity on...
Use the Right Tools for Internal Communication
A few universal truths guide contact centers, and one is that everyone seeks “efficiency and effectiveness.” Efficiency includes timely responses and (relatively) short contact...
Does Your Credit Union Need a Merger to Deliver Omnichannel Service?
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union mergers in the past five...
How AI is Reducing Handle Time and Improving the Customer Experience in 2019
It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped...
A Q&A with Unymira’s Chris Rall
For the modern contact center, delivering high-quality human or digital customer service requires quick access to accurate and actionable information. Whether you have one...
How AI Will Change the Nature of Contact Center Work
There is no doubt that artificial intelligence, robotics and automation in the contact center offer the potential to drive faster, more consistent around-the-clock service...
You Can’t Afford NOT to Pursue Knowledge Management
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle...
Take Action on the Customer Journey for Enhanced CX Satisfaction and Loyalty
Mapping the customer journey is not a new concept. In fact, within the contact center world, it’s quickly become a critical part of delivering...