You might think using decision trees in excel makes decision-making simpler. Pre-made templates are the most common way to use this tool. Did you know that there are simpler tools to help you do this with microscopic customization unlike the extensions or templates used for excel? Decision trees are an…

Provide a service desk software bent towards rendering excellence. Help your agents and customers to find the solution they have been looking for in a few clicks & empower them with the next best action while enhancing your customer experience with actionable insights and a constant cycle of assess-learn-enact. 5 stages to implement a service desk software for customer service Step 1. Create the content

Knowledge management software acts as a guide for every user. For field service workers, they do not have an office environment or a corporate space. They are expected to work skillfully despite having hours of travel and loads of equipment on them. …

Omnichannel customer service is a strategic approach to increase reach and provide a seamless customer experience. The process integrates multiple modes of communication between a customer and a business. In short, the omnichannel strategy aims to deliver a seamless and consistent customer-centric experience across digital & assisted channels, keeping in…

An organization’s success is built on the efficacy of its teams. While organizations employ various metrics to measure agent productivity and performance, very few measure agent satisfaction, believing the metric to be unimportant. …

Knowledge management is the art of arranging words and files into a systematic chain of solution-oriented information. Knowledge base management thus is the process of creating a series of content to be updated and published. Investment in the SaaS sector is increasing by 9.2% on an annual basis. When are…

Simply put, the shift-left approach focuses on eliminating the middle stair of processes as far as possible to wind up tasks with minimum intervention in a short frame of time. This reduces steps thus shifting the curve from a lean diagonal to a steep one. Why is shift-left approach a necessity? A shift-left approach aims at…

86% of customers are willing to pay more for a better experience CX hurdles for contact center agents and the customers are real. …

Want to know what all the fuss about the importance of IT helpdesk ticketing system is? Here’s an example: I entered my office today after a weekend of workation at cousin’s place. Some folders I needed were back at my home and some got left behind at my cousin’s. Had to rush to…