ServiceNow is a leading cloud-based workflow automation platform that enables organizations to attain operational efficiency by streamlining mundane or routine tasks. But what if you could connect it to all your organizational knowledge and take things…
"Love this innovation during a wild year. Self-service with this kind of deep thinking is very impressive". "The $12,000 in savings each month were great. Goes to prove that technology can greatly benefit organizations". These…
Once limited to a select few, we now see an explosion of knowledge workers who need quick access to the knowledge to do their job. And this is where the challenge lies – ensuring every employee can find the required information as and when they need it…
Once limited to a select few, we now see an explosion of knowledge workers who need quick access to the knowledge to do their job. And this is where the challenge lies – ensuring every employee can find the required information as and when they need it…
Knowledge-Centered Service (KCS) methodology captures resolutions at scale and in ways that are both findable and reusable. But after the initial kick-off & training sessions, the excitement around the project often comes to a standstill. Minimal k…
Knowledge-Centered Service (KCS) methodology captures resolutions at scale and in ways that are both findable and reusable. But after the initial kick-off & training sessions, the excitement around the project often comes to a standstill. Minimal k…
The two fundamental metrics of desktop support are customer satisfaction and cost per ticket. While more companies are measuring customer satisfaction than before, only a few emphasize on unit cost. The fact that customer satisfaction is subjective in …
The two fundamental metrics of desktop support are customer satisfaction and cost per ticket. While more companies are measuring customer satisfaction than before, only a few emphasize on unit cost. The fact that customer satisfaction is subjective in …
While the importance of a seamless, personalized, and relevant experience across channels is clear to all business leaders, reducing agent and customer effort at every touchpoint requires a focus on strategy, processes, and technology. Cognitive techno…
Have you ever seen an episode of Star Trek where Captain Kirk uses the “communicator” to connect to anyone in his team? Once deemed only in the realm of fantasy movies, advanced technologies now form the core of the modern customer service …
