Knowledge Centered Service (KCS) was a key initiative at the IT software company, ConnectWise, in 2019. They had developed a methodology for improving customer support, but a legacy tech stack…
In the current digital age, the quantity of data organizations have to manage has grown exponentially and employees are finding more creative ways of using it to deliver optimal customer…
These days, a lot of work goes into tracking everything that’s done within an organization. From individual performance to ticket volume, pretty much every single stage of the customer support…
Nobody wants angry customers but in the era of personalization it can be hard to keep up with their ever-growing expectations. What’s a company to do? The first step to…
