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 …
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…
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…
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 …
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…
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 be considered throughout the development to ensure you are fruitful going forwar…
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 every day. In our latest playbook, we’re laying out a roadmap f…
This executive report provides a comparison of the top business intelligence dashboard software based on features identified as most important by analytics professionals. Features compared (partial list): Advanced Analytics Augmented Analyti…
