Biographical Information
Stephen Baker
Chief Executive Officer for Attivio
Stephen Baker is the Chief Executive Officer for Attivio, where he previously served as COO. With over fifteen years of experience as a top executive within enterprise software, Stephen has a proven ability to build and lead high performing organizations. Prior to Attivio, Stephen spent nearly six years as the President and Chief Revenue Officer for RAMP Holdings (formerly EveryZing) and, previously, served as the CEO of RB Search (a Reed Elsevier company).
Articles by Stephen Baker
A Better Customer Experience Begins with Knowledge Management
19 Apr 2019
Good CX is rooted in quickly delivering intelligent answers and insights. Customers depend on information being readily available and accessible. The three elements that make this significantly more achievable are content unification, NLP, and machine learning. In this time of limited patience and abundant competition, KM should not be overlooked as an effective tool for improving the customer experience.
In Customer Support, Every Minute Matters
27 Apr 2018
Recently, we spoke with a head of customer service at a US-based manufacturing company. He relayed how he periodically reviews recordings of support calls, to understand where coaching is needed, or improvements can be made in the process. He shared how incredibly frustrated he was that in most cases, 80% of the call time is actually silence. Silence, while the agent searches for the right answer to solve the problem, and the customer waits. What shocked us was the estimated cost of that silence-thousands of dollars per day; millions of dollars per year. Imagine if that answer could be found 1 minute faster-or even 10? The savings for a team of 100 agents in 1 year could amount to over a million dollars.