We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. And so begins the dreaded game of Russian roulette that is a call to customer ...

According to the Ark Invest Big Ideas 2025 report, agents will increase enterprise productivity via software. Companies that deploy agents should be able to increase unit volume with the same ...

New customer support technology can help you automate and enhance your company’s support operations in a way that boosts internal efficiency and saves money. What if you could reduce your support ...

KCS, or Knowledge-Centered Service, is a methodology that allows organizations to consistently capture information and maintain an up-to-date resource for customer-facing employees. When organizations ...

Terry W. Pollard is an innovative knowledge management and education specialist whose career bridges higher education and healthcare. At Stanford Health Care, he serves as a Knowledge Management ...