ISG Software Research Analyst Perspectives

Currently Showing:

for Topic: Knowledge Management

Contact Centers Must Adapt to New Agent Tools and Practices

Posted by Keith Dawson on 02 January 2024

The pandemic laid bare the tenuous relationship between many contact centers and their agents. The abrupt shift to remote work was just one component of the changes still under way. The past four years have also seen enterprises reckoning with questions about how to hire, what to pay their employees, what skills are needed and how an avalanche of new technology will change their operations. ... Read More

Topics: Customer Experience, Contact Center, Knowledge Management, agent management

Balancing Agents and Automation Enhances the Customer Experience

Posted by Keith Dawson on 16 August 2023

A lot of conversations around contact centers deal with automation, particularly how to balance the way humans and automated systems work together. Self-service, the front end of the customer interaction, is where practitioners get a first taste of the marvels of increasingly advanced automation. As customer expectations ramped up and labor became more costly during the pandemic, deflecting... Read More

Topics: Customer Experience, Self-service, automation, Contact Center, Knowledge Management, agent management

Why Intelligent Self-Service Is the Tip of the Spear for CX

Posted by Keith Dawson on 29 March 2023

Organizations looking to improve the customer experience and contact center operations should closely examine the processes at work in the front-end self-service environment. Technology advancements are converging at this gateway, including artificial intelligence, chatbots and knowledge management. The front end of the customer interaction offers a greater opportunity for customer engagement... Read More

Topics: Customer Experience, Self-service, Contact Center, Knowledge Management, Chatbots, agent management

Harnessing Cognitive Assets: A Hallmark of Agile Organizations

Posted by ISG Research on 23 January 2020

Organizations universally desire the business outcome of improved organizational agility — in other words, the ability to quickly and effectively identify and respond to business risks and opportunities, typically through workforce-related actions. Being agile requires that an organization be adept at two things: harnessing cognitive assets, the knowledge and ideas that comprise the intellectual... Read More

Topics: Human Capital Management, Learning Management, Collaboration, Workforce Management, Knowledge Management, AI and Machine Learning

Verint Ups Its Game in Knowledge Management

Posted by ISG Research on 21 July 2017

Customer engagement is nothing new – organizations have been engaging with customers in one way or another ever since business began. Over the years, however, the nature of this engagement has changed dramatically, from largely face-to-face encounters and the written word to telephone, email, fax and text messaging and now to text-based applications, social media, mobile apps and video. These... Read More

Topics: Customer Analytics, Customer Engagement, Customer Experience, Customer Service, Contact Center, Workforce Optimization, Knowledge Management