Content management and knowledge management are often used interchangeably. But distinguishing between the two is necessary for any business that wants to use both to streamline internal operations and establish consistency in their message.

Contact centers have been around since the 1960’s and have outgrown their initial purpose of marketing and selling, to become the engines of the Customer Experience Industry. We’ve come a long, long way from where we were. Technology has helped contact centers become much more effective. We’ve moved from automatic dialers to IVRs and, thanks to the internet, we now have cloud telephony such as CCaaS & UCaaS platforms to enable better communication between companies and customers.

New shared initiatives make it easier for teams to manage their AWS resources in Slack

New shared initiatives make it easier for teams to manage their AWS resources in Slack

Raise your hand if you love spending hours searching for a comment, task, or document. Anyone? Bueller? Searching for that one comment is like looking for a needle in the haystack, yet it’s universally experienced by millions of knowledge workers around the world. In fact, the average knowledge worker spends 60% of their day on work about work, which includes shuffling between up to 10 tools per day.

Live chat software has been booming before the pandemic, and will continue to do so for the foreseeable future. Allied Market Research projects its value at $997 million by the year 2023, with a compound annual growth rate of 7.5%. The software-as-a-solution (SaaS) has also evolved beyond the simple chat groups where individual team members meet virtually and exchange ideas.

No single thing probably drove the early growth of the internet as much as email did. In that way, it’s considered a driver application for internet tech, like cryptocurrency sparked interest in developing blockchain tech. Email gave us an inexpensive (sometimes free) and instant way to communicate all over the world.

The way we interact with the world around us has changed over the last decade. We use our mobile devices to shop, read the news, and connect with friends and family. So it’s more important than ever for businesses to have a strategy for mobile customer engagement. According to the Zendesk State of Messaging Report 2020, 70% of all customer interactions will involve emerging tools like chatbots, machine learning, and mobile messaging by 2022, up from 15% in 2018.

We introduced this blog series in Part 1 by walking you through what to expect after the onboarding process, starting with your dedicated Customer Success Manager (CSM). In Part 2, we explore all of the self-service options available within the TeamSupport platform. Help Yourself Many, if not most times, it’s more time efficient for you and your agents to solve simple issues yourselves, rather than submitting a ticket, sending an e-mail, or calling support.

Hello everyone! We’ve released a few updates for Riot today, grouped under the logically titled 1.6.3 (guess what the previous update was called...more on that later). Heads up that 1.6.3 is a security update, so please upgrade - many thanks to Quentin Gliech for reporting a vulnerability in single sign-on (SSO) deployments where Riot could be confused into sending authentication details to an attacker-controlled server. We are not aware of this being abused in practice.