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    December 18, 2018

    How to Implement Elite ITSM in Your Organization

    Last week we looked at three reasons why call deflection is vital for your customer support efforts. While it may not always be correct to think of your employees as customers, when it comes to internal support and ITSM, it’s reasonable to draw a parallel between your customer support organization and your internal support system. The “consumerization of..
    December 13, 2018

    3 Reasons Call Deflection Is Crucial for Your Customer Support Efforts

    For some retailers, the holiday season can represent as much as 30 percent of their yearly sales. One of the best ways businesses can capitalize on this connection with customers is in your organization’s customer support operation. According to the Harvard Business Review, “Delighting customers doesn’t build loyalty; reducing their effort—the work t..
    December 4, 2018

    Why Knowledge Management is Crucial for Excellent Customer Support

    The bane of any customer support experience is the absence of knowledge. Whether the inquiring customer doesn’t quite know how to phrase their question or the customer support agent doesn’t immediately know the answer (or isn’t aware the customer inquiry has already been answered) not knowing costs an organization time and money. Forrester has found th..
    November 27, 2018

    Say Goodbye GSA, Hello Attivio

    Replacing your enterprise search technology, regardless of what it is, can disrupt an organization’s normal operations. Even if employees are dissatisfied — complaining every other day to IT about how slow it is or how it’s not user friendly — the old system is familiar, connected to a lot of sources, and so naturally a change is difficult.But wi..
    November 16, 2018

    [Case study] Telcos Transform Support Outcomes with Intelligent Search

    According to a survey by Pew Research, 68% of US adults own a smartphone. That’s about 160 million people. And chances are that at some point during their ownership, people will need support from their service provider.Knowing the importance that good and efficient customer support plays in both keeping existing customers and winning new subscribers, plus ..
    November 15, 2018

    Elevate Achieves Bronze Certification; Reflections from Now Summit

    It’s been a whirlwind couple of weeks around Attivio’s latest offering, the Elevate apps for ServiceNow:  the entire suite of applications is now certified and available in the ServiceNow Store, and a core group of our Elevate team participated in the Now Summit in New York City. Certification of the apps means Attivio has achieved Bronze par..
    November 13, 2018

    KMWorld 2018: Knowledge Management – Look How You’ve Grown!

    KMWorld 2018 in Washington, DC concluded last week. Since the event combines attendees registered for the Enterprise Search & Discovery, Taxonomy Boot Camp, Text Analytics Forum, and Office 365 Symposium sub-conferences, co-located exhibitors hear an interesting mix of challenges and views related to knowledge management. Not surprising, some attendees a..
    November 9, 2018

    4 Digital Tools Modern Support Organizations Need

    The world is flat. Not literally, of course, but in terms of how teams communicate with one another, stay on task, and reach shared goals. Today’s digital workplace connects people so seamlessly that previously enormous obstacles like physical distance and time zones are practically inconsequential. Innovations in technology have advanced all aspects of an..
    October 31, 2018

    [Infographic] Frank, the CS Monster

    Meet Frank. He's your average customer support monster. A true mash-up of different systems, platforms and data silos that support reps interact with every day. Even though Frank is a monster, he doesn't have to be scary.Attivio can help you unify all your sources of data and knowledge into a single, accessible and actionable beauty. Happy Halloween!..

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