Written by Dr. Carla Verwijs of TellTales Consulting for Consortium for Service Innovation Tricentis provides streamlined support on complex products. The Tricentis case study explores their journey in the early adoption of the Intelligent Swarming framework. Tricentis now uses this the framework to increase collaboration and customer...
For a customer looking for answers, or for a service agent being asked for help, finding the answer is becoming more complex. AI, Machine Learning, Customer Experience and Human Centered Design are the buzzwords of the day and with good reason. These days, useful information...
Today’s Service Centers are being asked to deliver a better self-service experience and expected to grow at a slower rate than their customer base. Every organization has the potential to create a knowledge base that helps customers through self-service. Ideally, customers will find answers in a...