One model optimizes for flexibility; the other optimizes for continuity. Neither is magic, despite w...
For years, the knowledge base has been the operational equivalent of eating your vegetables.
There are very few meetings a support leader looks forward to less than a headcount review.
"The changes in how we approach our customers, how they engage with us, and how they feel about our ...
Training a co-located support team is difficult enough. Training a distributed one across multiple s...
A QA scorecard that gets filed and forgotten isn't a quality system, it's evidence that somebody rev...
How cleaning up the “brain” behind the AI helped UrbanStems increase one-touch resolutions by 52% wh...
AI can improve speed, consistency, and efficiency in customer support. It can also damage trust very...
“The combination of Boldr’s expertise and Stylo’s technology has set us up for scalable growth.”
Many, if not most AI customer support deployments fail. Not because the technology itself is broken,...