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,...
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...
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...
A team can make or break a company’s success, so attention to both teams’ ability to adapt and merge together post-close is imperative. Post-integration should...
Do you have the right marketing strategy to adapt to change? From the loss of third-party cookies to the addition of new privacy regulations marketers are facing new challenges...