Intelligent Swarming: More Than Collaboration

Intelligent Swarming is gaining momentum in the Technology Services and IT Service Management industries as companies look to optimize the way they connect their people with the work that needs…

Defining Escalation

As more companies are exploring and implementing Intelligent Swarming, it has become apparent that the word “escalation” is one we’re using all the time, but often we’re using it to…

Knowledge Sharing in Uncertainty

In the services world, especially in support functions, the need to stay engaged, available, and collaborating has never been more critical.  The spread of COVID-19 continues to force families, companies,…

Predictive Customer Engagement (3 of 3)

Read Predictive Customer Engagement (1 of 3) and (2 of 3) Now that we have explored a model to think about applying Data Analytics and Machine Learning to a closed…

Member Summit 2020 Now Virtual

Updated 22 June 2020 Consortium Annual Member Summit will happen virtually on September 23-25. The Consortium’s Annual Member Summit is about bringing together a community of passionate people, and it…

Predictive Customer Engagement (2 of 3)

Read Predictive Customer Engagement (1 of 3) The Event Loop The work of Consortium member companies on the Predictive Customer Engagement initiative started with a simple question, “How can we…

Predictive Customer Engagement (1 of 3)

It seems like every discussion today around the future of Support Services, Customer Experience, or Self-Service includes a component of Machine Learning (ML) and how it will revolutionize the engagement…

2019 Executive Summit Recap

The 2019 Executive Summit was held at the beautiful Lodge at Flying Horse in Colorado Springs last week. We were joined by 27 leaders from 17 different Consortium Member companies,…