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Kelly Koelliker

Director of Solutions Marketing, Verint

Kelly Koelliker is director of solutions marketing at Verint with a focus on employee engagement and engagement channels solutions. With more than 15 years of marketing and sales experience, her expertise in the customer service industry covers such fast-evolving categories as knowledge management, natural language search and CRM.

Articles by Kelly Koelliker

Case management can be one of the most challenging aspects of customer service. Cases are often complex, long running and involve multiple participants. The quality of your case management solution can affect a wide variety of your customer service metrics, including efficiency, customer and employee satisfaction, and compliance… Posted January 22, 2018

A knowledge management system can have tremendous benefits for your employees—providing them consistent, accurate answers to a variety of complex issues and questions, and helping them work more efficiently and effectively. But knowledge bases can be effective only if they contain the right information. For many organizations, determining what knowledge to add to the knowledge base is a big challenge… Posted October 30, 2017

As the workforce trends towards a gig economy—where younger generations may hold several different jobs, such as consulting, blogging and more contract-based work—organizations are challenged with managing and equipping their workforce with the proper knowledge to get the job done. Because employees may not work directly for an organization or may be remote, it is often hard for them to access the knowledge and answers they need, making the case for a strong knowledge base… Posted September 15, 2017

Many search solutions are available today, and it may seem that they are all the same. But often, organizations aren't using them to their full capacity to optimize search, especially when it comes to internal search tools for employees and contact center agents… Posted July 05, 2017

Today, nearly every organization professes its commitment to delivering outstanding customer experiences. But achieving that goal can be very difficult, especially since customers use so many different channels and devices. As the hub for customer interactions, contact centers often feel the brunt of this challenge and are expected to continually improve the quality and efficiency of service interactions… Posted March 31, 2017

In today's business environment, the only constant is change. New products are released with increasing frequency, and at times, greater complexity. Emerging social channels have changed the way customers want to communicate with each other, and with you. And expectations for exceptional service make the customer service experience more critical than ever… Posted June 29, 2016

With the growing popularity of online communities, curated content, the wis­dom of the crowd and other social trends, organizations may wonder if formal knowledge management should still play a part in future customer service plans. Although social content is an important innovation that can add value to your overall customer support landscape, for­mal knowledge management is still vital and offers several benefits that extend beyond these more informal content sources… Posted October 28, 2015

The need to hire and retain qualified workers is growing steadily more intense—and so is the pressure on your organization to develop and deploy a practical mobile workforce strategy. Whether you're a small start-up, a multinational corporation, or a government agency, the chances are your employees expect to carry out their jobs with at least some of the flexibility they enjoy as consumers. Are you ready? Posted October 28, 2015

There's been a lot of talk lately about the importance of multichannel service. Not only must you provide every avenue of service to your customers, but each channel must also offer consistent answers and seamless transition from one channel to the next. If a customer starts a chat with you, then sends a tweet, then picks up the phone, you must link these interactions together into one continuous journey. While we describe the necessity of these capabilities, the reality is that most organizations are not close to this level of service. The scope of work required to achieve this multichannel utopia can be overwhelming. To help you get started, here are three tips to tackle the mountain of work in a practical way so you can get started today. . . . Posted November 05, 2013

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted September 24, 2013

While we may still be waiting for flying cars and calorie-free ice cream, the future may be closer than you think when it comes to knowledge management. Here are five progressive ideas you can implement now to start building the knowledgebase of the future: 1. A search engine that knows what you are thinking. One of the most frustrating aspects of using a knowledge management tool is finding the answer you're looking for. Precious seconds are wasted trying different search queries and navigating complex hierarchies. But what if you didn't have to search at all? One of the most important advances in customer service knowledge management is the incorporation of customer context. . . . Posted July 09, 2013

"If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. . ." Posted September 25, 2012

If you want to make knowledge management work for your agents, rather than the reverse, take a look at what's really going on as customer interactions unfold in the contact center. At KANA, we've seen how agents search for answers. And actually, we're very impressed by what some agents do to compensate for the insufficiencies of their KM tools. Unfortunately, these acrobatics are a sure sign that your search engine is stalling—a direct path to inconsistent service. . . . Posted July 09, 2012

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