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...
The “Enterprise data-as-a-service approach” helps organizations maximize the power of data for successful business outcomes. Since the number of data sources are...
Data sources are exploding at a rapid pace. It is becoming a challenge for organizations to generate business value from their data. It needs a new approach to connecting...
In this guide, Matrox explores key market trends and areas of future opportunity, the benefits and challenges of leveraging a remote production model, and how the right solution...
