Blog
This year has been testing to say the least. Anyone in customer service or customer support roles will know all too well how an increase in demand and a change in consumer behaviour puts added strain and pressure on the digital contact centre worker. The volume of support tickets, incoming calls and messages across channels has increased beyond prediction since COVID-19 struck. Financial hardship, a trend for online shopping, government support applications and an increased demand on ...
Read MoreReducing call times and increasing customer satisfaction
This year has been testing to say the least. Anyone in customer service or customer support roles will know all too well how an increase in demand and a change in consumer behaviour puts added strain ...
Read MoreIn Conversation with...Knosys CTO Nic Passmore
Nic Passmore joined Knosys in 2016 and has been at the helm of the team’s technical innovation strategy since then – leading the way to developing knowledge management features for customers and respo...
Read MoreIn Conversation with...Knosys MD John Thompson
In this blog post, our third in a series of ‘In conversation with…’ posts, I spoke with Knosys Managing Director, John Thompson. John has been with Knosys since July 2016 when he was awarded the leade...
Read MoreIn Conversation with...Francis Lim - Knosys Singapore
Francis Lim is the Business Development Manager in our Singapore office and just as we have had to adjust to challenges here in Australia and New Zealand – our Singaporean counterparts have had lots o...
Read MoreIn conversation with...Knosys BDM Paul Hopkins
This is the first blog post in a series of conversations with Knosys staff and users. Don't let the perceived isolation around COVID-19 stop you from talking to your colleagues, your customers and tho...
Read MoreControl in the time of COVID
In this post we are going to keep things simple and talk about the importance of managing expectations and staying in control of the things we can.
Read MoreCreating balance between productivity and mental health
The discussion around establishing a realistic productivity routine while working from home is becoming a trend topic. The more people are relegated to their lounge rooms and home offices to work, the...
Read MoreProactive crisis management through knowledge curation and synthesis
Working environments, social spaces, personal interaction — it’s nothing like it once was — nothing like it was even a month ago. Everything has changed and we don’t know how long our movements and co...
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