Recently I posted on how we define escalation, and the confusion it can cause based on context of use. Deflection is another word that persists across the support and service … Continue reading Case Deflection is Not a Sustainable Strategy
Recently Published
For posts on KCS, visit the KCS Academy.
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 … Continue reading Intelligent Swarming: More Than Collaboration
https://youtu.be/h8YjGpZJMU8 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 … Continue reading Defining Escalation
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, … Continue reading Knowledge Sharing in Uncertainty
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 … Continue reading Predictive Customer Engagement (3 of 3)
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 … Continue reading Member Summit 2020 Now Virtual
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 … Continue reading Predictive Customer Engagement (2 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 … Continue reading Predictive Customer Engagement (1 of 3)
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, … Continue reading 2019 Executive Summit Recap
When it comes to customer service, knowledge is power. We’ve all been there. A product or service issue crops up and, after exhausting your options, you pick up the phone. … Continue reading Why Knowledge Is Your Best Defense Against Angry Customers