‘No Ledge’ To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to frontline employees and customers is morphing into a collaborative,...
The Equation for Engaged Employees: Gamification, Bots, Machine Learning and Human Intellect
It’s amazing how often I am asked, “What’s the secret sauce?” or, “What is the silver bullet?” when it relates to creating a culture of positive, productive and driven employees. I wish the answer were as easy as entering a cheat code in a video game. Organizations...
Starting with Superior Customer Service
Despite all the advancements that have been made in technology to enhance customer experience, one thing remains the same – a personal touch to customer service is still the foundation of a best-in-class customer experience. According to Kristin Smaby in Being Human...
How Siri-like Virtual Assistants Have Taken Hold of the Call Center
Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. Thanks to the huge success of personal digital assistants like Amazon’s Echo, people...