The Knowledge Management Imperative for Work-from-Home Agents
What WFH Challenges Do Contextual Knowledge and Conversational Guidance Solve? Agents When working work from home, agents do not have the luxury of walking over to the proverbial next cube for…
The Case for Case-Based Reasoning
AI Reasoning Guides Customer Service When it comes to knowledge technologies for customer engagement, Case-Based Reasoning (CBR) tops the list in guiding not only search but also decisions and process.…
The US and the UK: Arguably divided by the same language, but undoubtedly united by the same contact center agent pain points
George Bernard Shaw famously said that the US and England were divided by a common language. He would not say the same about contact center agents—CSRs in both geographies are…
Desperately seeking findability
I’m not a big fan of Madonna’s acting talent—I have not even seen any of her movies. However, I get reminded of one of her 80’s movies titled “Desperately Seeking”…
No more IVR music? Music to my ears!
According to Accenture’s Global Consumer Pulse Survey, being “put on hold for a long time” was extremely frustrating or frustrating for 84% of consumers surveyed. As though waiting for the…
With a shopper engagement hub, you can thrive on Black Friday, Cyber Monday, and even Social Saturday, Tablet Tuesday, or Anything Any day
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…
