AI 101: The Basics of Automation for Customer Support
While you might not know much about artificial intelligence yet, experts predict that the use of machine learning technology will double in 2018 compared to 2017, and then double again by 2020. This...
View ArticleIn Customer Support, it’s not the Service That Fails, it’s the Content. Let’s...
As customer support becomes increasingly digital (and less phone-based), it is essential that organizations develop quality content that may be used to consistently address the “top” issues that arise...
View ArticleBot or Not? That is the Question.
There is an interesting struggle going on out there among the zeros and the ones. It’s a race, not unlike the one we read about in “Aesop’s Fables” as children, the one between the tortoise and the...
View ArticleHelp Yourself! DIY Has New Meaning Today.
In today’s consumer markets, DIY has new meaning. Leading support teams are complementing traditional service methods by providing consumers with more opportunities to help themselves. It...
View ArticleYour Triage May Be Costing Your Business More Than You Know
Practically speaking, increased ticket volume can be bittersweet. A ticket influx means your company is growing its client base, which is great news. But on the other hand, an increase in customer...
View ArticleLearn to Live Without the Monday A.M. Support Queue Backlog
Monday, 9:00 AM: *Put Out Fires* Start Innovating For support reps dreading their Monday-morning backlog, their free time is never really free. If you’re managing those teams and you’re accountable for...
View ArticleCalling Customer Support Managers: Here’s How to Further Your Career
Why taking on an AI initiative can get you to your goals faster The job of a customer support manager is not easy — that’s no secret. Working long hours, balancing a loaded case backlog, and still...
View ArticleFree vs Paid users: Can You Afford to Support Them Equally?
Bridging the Support-to-Conversion Gap With Freemium Users If your business model incorporates what is commonly referred to as a freemium service (free to all in the hopes of converting some to paid...
View ArticleFirst Contact Resolution: Why it Matters and How You Can Improve It
Imagine you’re streaming your favorite television show and you suddenly lose internet connection. You immediately check the TV’s cable, reset the router, and try other basic troubleshooting steps. But...
View ArticleAutomating Knowledge Evolution and Meeting Demands for High-Level Support
Quality support is about answers and solutions — your CSAT is only as strong as your teams’ accuracy and agility in providing them. Your knowledge base (KB) is foundational to that success, but too...
View ArticleCan Spam. Reduce Case Volume with AI.
Of all your barriers to productivity, spam is arguably the most meaningless. It takes time and energy to identify and separate spam from real critical issues. It adds an unnecessary burden to your...
View ArticleCustomer Service Transformation: The Role of AI & Intelligent Process...
When we think about the most impactful technologies in the last decade, one can argue that mobile and cloud have made the most impact on customer service (CS). The explosion of mobile phones was not...
View ArticleFrom Cost Center To Revenue Generator: Why Customer Support Is Stepping Up
Years ago, author and motivational speaker Zig Ziglar famously declared, “Everyone is in sales.” He was right of course, but now decades later, thanks to data, new technologies, and new attitudes and...
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