One of the most important aspects of customer engagement is self-service. Customers are willing to pay more for a positive customer experience, according to 86% of customers. Therefore, along with ...

Managers are bombarded with an almost constant stream of data every day. According to David Derbyshire, “Scientists have worked out exactly how much data is sent to a typical person in the course of a ...

As technology continues to evolve, so does the future of service operations and in particular how knowledge can improve productivity and knowledge worker outcomes. Advancements in natural language ...

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 ...

HOUSTON--(BUSINESS WIRE)--APQC, the benchmarking and best practices research firm, has named eight organizations as recipients of its 2025 Excellence in Knowledge Management (KM) recognition program.

Companies are sitting on a wealth of valuable data that could be used to share relevant information with employees to improve the customer experience. However, this data can often be buried in ...