60-90% issues that support agents see are those that they’ve already seen before. 98% of support managers’ time is spent on putting out fires, managing escalations,...
SearchUnify is a leading unified cognitive platform that powers enterprise search and fuels a suite of AI-powered applications for a future-proof customer self-service and...
Enterprises can generate an average ROI of 6,469% via achieving successful online community engagement. Amazing, right? Having an online community is like inviting your...
Organizations spend a great deal of time and effort in generating and converting leads by tracing customer journeys, mapping content to them, and delivering the best customer...
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...
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...
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...
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...
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,...
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,...
