Knowledge management is one of the most overlooked parts of the support experience. What exactly does a robust knowledge management strategy allow your organization to do? In this blog post, we take a closer look. The maturity of a company’s knowledge management...
Customer service orgs are under pressure. High volumes, distributed teams, yet same expectations for efficiency. As a natural response, digital transformations are accelerating across the industry, with workplace automation suddenly becoming the new buzzword for...
This blog post was originally published on Genesys blog. As contact centers adjust to the new normal of remote work, they’re struggling with efficiency more than ever. With 89% of consumers ready to switch to a competitor following a poor customer experience, customer...
