Connected Knowledge from Upland Software

When the Answer Finds You: Scaling Support with Karen Holliday

Upland Software — Thu, 15 May 2025 03:00:00 -0700

Imagine a support agent lost in a maze—too many tools, not enough answers, and frustration simmering on both ends of the line. Now flip the script: the answer appears before the question is even finished. Not magic. Not luck. But the result of a system designed for knowledge to flow, not stagnate.

This week, Pete Wright welcomes Karen Holliday, VP of Solutions Consulting at Upland Software. Karen doesn’t see scaling support as adding more people, but as removing obstacles—engineering a world where information finds you, not the other way around. Her metaphor is perfect: AI isn’t a replacement, it’s a forklift—amplifying what humans do best, and letting them build more, faster, smarter.

Together, Pete and Karen dissect where support systems really break (hint: it’s always the knowledge), and why integrating knowledge creation into daily workflows—think Knowledge-Centered Service—does more than just reduce friction. It changes the culture. The conversation leaps from abstract theory to lived experience, including a story of a major financial institution that slashed support times just by connecting their knowledge dots.

If you think scaling support is about quantity, think again. This is a conversation about what happens when knowledge flows effortlessly—swift, seamless, and, ultimately, more human.

Links:

(00:00) - Welcome to Connected Knowledge
(00:51) - Introducing Karen Holliday
(04:04) - AI • Reshaping Knowledge Management
(12:02) - KCS
(18:34) - The Upland Approach
(20:56) - The Client Story

The Culture of Knowing: Why Knowledge Management Isn’t Always About Answers with Lana Kosnik

Upland Software — Thu, 01 May 2025 03:00:00 -0700

Let’s start with a simple question: What happens to knowledge after it solves a problem?

In most organizations, the answer is… nothing. It dissolves into a Slack thread, hides in an inbox, or retreats into the quiet privacy of someone’s memory. But what if knowledge could do more than disappear? What if it could evolve?

This week on Connected Knowledge, Pete Wright sits down with Lana Kosnik, a certified KCS V6 trainer and consultant, to explore the intricate dance between knowledge and culture. Through the lens of Knowledge-Centered Service (KCS), they examine a radical idea: that documentation is not just an archive but a living system. And like any living system, it needs maintenance, coaching, feedback—and, above all, belief.

What unfolds is a conversation about loops—not linear progressions but circular processes of solving and evolving. About coaching not as performance management but as a kind of apprenticeship. About AI not as a threat but as a student learning from the stories we already tell.

There are numbers here, too: faster resolutions, greater self-service, rising satisfaction. But beneath the metrics is something deeper: a shift in how we define expertise, authority, and the very act of knowing.

Links & Resources:

(00:00) - Welcome to Connected Knowledge
(00:53) - Introducing Lana Kosnik
(01:53) - A KCS Recap
(04:36) - The Double Loop Process
(08:58) - The Culture Shift of KCS
(15:04) - Coaching
(20:02) - Coaching through the Bumps
(25:36) - The Role of AI in KCS
(30:19) - RightAnswers

The Knowledge Imperative: How AI is Reshaping the Way We Work with Stephen Harley and Adam Obrentz

Upland Software — Thu, 17 Apr 2025 03:00:00 -0700

Imagine a world where knowledge isn’t just stored—it’s alive. It moves. It adapts. It finds you at precisely the moment you need it, seamlessly integrated into the tools you already use, whispering the right answer before you even realize you’re searching for it.

This isn’t a distant dream. It’s happening now.

In this episode of Connected Knowledge, Pete Wright sits down with Stephen Harley, a product leader who has spent over 15 years shaping the way organizations harness knowledge, and Adam Obrentz, a technical writer turned knowledge consultant who believes that information should be as intuitive as breathing. Together, they represent Upland RightAnswers, and join us today to unravel the seismic shifts happening in the world of knowledge management.

The AI revolution isn’t just about automation—it’s about augmentation. It’s about turning knowledge workers into knowledge architects. It’s about moving from a world of static content to dynamic, AI-enhanced ecosystems where information is curated, refined, and—most importantly—used.

This is a conversation about how we work, how we think, and how we make sense of a world drowning in information.

Links & Resources:

(00:00) - Welcome to Connected Knowledge
(01:45) - Behind Knowledge Management
(07:16) - Are we truly more overwhelmed than ever?
(11:18) - Exploring Omnichannel
(22:11) - New Skills & Trust
(30:11) - RightAnswers
(41:19) - In Just Two Years...

Unlock Your Organization's Hidden Potential with AI-Powered Knowledge Curation and Delivery

Upland Software — Wed, 13 Nov 2024 03:00:00 -0800

We live in a world awash in information. Yet, finding the precise piece of knowledge we need, when we need it, feels increasingly like searching for a needle in a haystack the size of, well, the internet. It’s a paradox. We’re drowning in data, but parched for wisdom.

This week on Connected Knowledge, Pete sits down with Fiona Vanderlinde to grapple with this very conundrum. Fiona offers a glimpse into the challenges organizations face in managing and delivering knowledge effectively in our fast-paced digital world. Think of it as a cognitive traffic jam. Information everywhere, but no one’s moving. They explore the crippling effects of information overload on your agents. How is this impacting our productivity?Our decision-making? It’s death by a thousand clicks.

But what if there was a way to cut through the noise? To deliver knowledge with surgical precision, right when and where it’s needed? Pete and Fiona delve into the critical concept of contextual relevance. Imagine a surgeon mid-operation. A generic manual isn’t going to save the patient. Knowledge needs to be laser-focused, tailored to the user’s immediate context. And what about personalization? We all learn differently. One-size-fits-all rarely fits anyone. Can AI truly tailor knowledge delivery to individual learning styles? Can we trust algorithms to understand our unique needs? It’s a question of both capability and trust.

Fiona introduces Smart snippets. Bite-sized pieces of knowledge, delivered with pinpoint accuracy. Think of it as a GPS for your brain, guiding you through the information labyrinth. Pete and Fiona unpack the power of smart snippets to empower both employees and customers, leading to faster resolutions, happier clients, and a more knowledgeable workforce. Fiona offers a real-world analogy of Panviva’s Digital Orchestrator, explaining how this platform orchestrates the flow of knowledge within an organization, transforming static libraries into dynamic, intelligent resources. They discuss the tangible benefits, the ROI of knowledge, with stories of companies that have used the Digital Orchestrator to unlock their hidden potential.

Eager to learn more? Be sure to book a demo with the Panviva team. Your team will thank you.

Links & Notes:

(00:00) - Welcome to Connected Knowledge
(01:26) - Using Information, not Drowning in it
(03:28) - Agent Overwhelm
(06:42) - Contextual Relevance
(16:07) - Google NotebookLM and Repackaging Information
(20:48) - Smart Snippets in Panviva
(22:53) - Digital Orchestrator
(26:22) - Listener Questions
(32:58) - Learn more about Panviva, Digital Orchestrator, Smart Snippets

Unlocking the Value of the Voice Channel

Upland Software — Wed, 30 Oct 2024 03:00:00 -0700

On this episode of Connected Knowledge, Pete Wright sits down with Andrea Sabean, Senior Account Executive at Upland Software, to discuss the enduring importance of voice interactions in customer experience, even in the age of AI and chatbots.

While artificial intelligence is transforming many aspects of communication, Andrea points out that voice remains the preferred channel for most inbound contact center interactions, particularly for complex issues. Customers facing intricate problems often prefer the direct connection and problem-solving capabilities of a human agent. This preference transcends demographics, driven by a desire for efficient, first-call resolution.

The conversation explores the current state of call centers and the role of Computer Telephony Integration (CTI). Andrea highlights the need for organizations to connect their existing technologies, empowering agents to access customer information proactively. This integration allows agents to greet callers with personalized greetings and understand their needs without repetitive questioning, improving both customer and agent experience.

Pete and Andrea discuss the challenges of technological upgrades, acknowledging the difficulty of “rip and replace” solutions. Andrea emphasizes the importance of agent wellness and retention, advocating for tools that streamline access to information and facilitate continuous learning. She notes that providing agents with the right tools not only improves their performance but also contributes to a more positive work environment.

They turn to Upland Software's CTI product, InGenius, which integrates legacy voice systems with CRM platforms like Salesforce, Microsoft Dynamics, and ServiceNow. Andrea explains how InGenius acts as a bridge between these systems, enabling seamless data transfer without requiring significant overhauls. She cites examples of companies like Medgate and an environmental waste management company that have successfully implemented InGenius, resulting in increased efficiency and improved customer satisfaction.

Links & Notes

The Power of Customer Feedback: Transforming Businesses with Customer Insights

Upland Software — Wed, 16 Oct 2024 03:00:00 -0700

Where is your competitive edge?

Are you looking for it behind a conference room door? Worse yet, a boardroom door? What if we found ourselves in a position to look for our edge not internally but scattered among the very people businesses strive to reach—our customers?

Our guest today is going to help us dive into the often-overlooked well of customer feedback, exploring why listening to our customers is not just good practice, but essential skill for growth. Andy Scott is a seasoned expert in harnessing the voice of the customer and he’s here to break down how businesses can transform feedback from a conference room musing into a roadmap for success.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:00) - A primer on the Voice of the Customer
(03:14) - The Genius Response
(05:50) - Collecting Actionable Data
(10:16) - The Feedback Lifecycle
(16:12) - Rant and Rave

How to Find the Right Knowledge Management Solution

Upland Software — Wed, 02 Oct 2024 03:00:00 -0700

Join host Pete Wright on Connected Knowledge as he sits down with knowledge management gurus Rosemary Kirk and Alex Baker from Upland Software for a lively chat about unlocking the power of shared knowledge. They share telltale signs that your organization might be craving a knowledge management makeover – think long wait times, frustrated customers, and a revolving door of employees.

Before diving into solutions, Rosemary and Alex provide a roadmap for success, emphasizing the importance of setting clear goals, whether it's boosting employee morale, exceeding customer expectations, or getting new hires up to speed quickly. They remind us that buy-in from everyone, from the top brass to the front lines, is crucial for a smooth transition.

Forget guarding information like it's a precious commodity! Rosemary and Alex champion a culture of open sharing, where knowledge flows freely and everyone benefits. They debunk the myth of knowledge management as a one-and-done project, advocating instead for an ongoing journey of growth and refinement. They also introduce their respective products, RightAnswers and Panviva, as valuable tools for organizations ready to embark on this transformative journey.

But it's not just about the technology, emphasize Rosemary and Alex. They remind us to keep the human element front and center, designing systems that empower employees and delight customers. Because when knowledge flows freely, everyone wins!

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:53) - What is KM?
(06:22) - Defining Goals
(14:49) - Changing Culture
(23:44) - Panviva
(25:22) - RightAnswers
(30:25) - Checking In on AI

The Blueprint for an Effective AI Implementation with Simon Kriss

Upland Software — Wed, 18 Sep 2024 03:01:00 -0700

This week, Pete Wright sits down with Simon Kriss, Asia Pacific's leading voice on the adoption and application of AI in customer experience. As AI technology continues to outpace human use cases, businesses are grappling with how to effectively implement AI solutions. Simon highlights the importance of educating employees about AI and getting buy-in from the top down to create a culture that embraces the technology.

Simon emphasizes the critical role of data in AI implementations, stressing that organizations must ensure their underlying data is properly structured and categorized for AI to function effectively. He outlines a 12-step process for successful AI implementation, which begins with identifying and prioritizing use cases, scrutinizing data, and articulating the purpose of the AI initiative to the organization. He stresses the importance of traditional change management principles in operationalizing AI, including stakeholder engagement, communication, and training.

Looking ahead, Simon predicts that the intersection of general-purpose AI and product-embedded AI will present new challenges for organizations. He compares general-purpose AI to a general practitioner, while product-embedded AI, like Upland's solutions, serves as a specialist, providing targeted, compliant, and effective AI capabilities for specific domains.

Links & Notes

Connect with Simon on LinkedIn
SimonKriss.ai
AI at Work Is Here. Now Comes the Hard Part • LinkedIn and Microsoft Report on AI Usage in the Workplace
Watch Coded Bias | Netflix

(00:00) - Welcome to Connected Knowledge
(01:25) - The Culture of AI
(07:09) - What makes for a great implementation
(14:13) - The 12 Steps
(27:20) - What's Next?
(30:22) - Data Acqusition, Ethics, & Copyright

Generative AI in the Workplace

Upland Software — Wed, 04 Sep 2024 03:00:00 -0700

In the latest episode of Connected Knowledge from Upland Software, host Pete Wright delves into the world of generative AI and its far-reaching impact on the way we work with Upland product marketing manager Skailar Hage. The two discuss the current state of AI adoption and the cultural shifts necessary to adapt to this uncertain new world.

Skailar suggests that we are currently at the peak of the AI hype cycle, with many organizations having invested heavily in AI projects over the past two years. However, measuring the return on investment for these initiatives can be challenging, especially when it comes to productivity-enhancing tools like Microsoft’s Copilot.

The conversation also touches on the importance of security and accessibility when implementing AI solutions, particularly in sensitive industries such as finance, healthcare, and legal. Skailar emphasizes the need for specialized AI models tailored to specific functions and tasks within an organization, rather than relying on a single, large language model.

Looking to the future, Skailar believes that the next evolution of AI will involve sharing the knowledge generated by these models among colleagues and teams. He also highlights the potential for increased collaboration and improved model outputs as a result of this knowledge sharing.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:16) - All-In on AI
(06:16) - Building Trust?
(08:48) - Security and Ethics
(12:43) - Normalizing toward an AI Future
(17:47) - Our Stack

The Dos and Don'ts of AI Knowledge Assistants

Upland Software — Wed, 13 Mar 2024 03:00:00 -0700

Got AI on the brain? You’d be forgiven if that answer is yes. Peek around just about any corner of the organization, and you’ll likely find a team exploring how AI can help in one fashion or another. But where do you draw the line, especially in your contact center?

Our own Stephen Harley joins Pete Wright to help us define what that line might look like, and with over 20 years of experience in both the engineering and sales side of the house, he’s perfect for the job.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:50) - The Mainstream Question
(03:17) - Using AI Tools
(08:14) - Do's and Dont's in Implementation
(12:42) - Making a Difference for Agents
(15:33) - AI and Jobs
(22:38) - Training on The Training

How to Dip Your Contact Center Toes into the Cloud with Fiona Vanderlinde

Upland Software — Wed, 14 Feb 2024 03:00:00 -0800

When it comes to contact centers, the stereotypical image most people have in mind are large offices with a lot of agents on the phone and a computer in front of them furiously trying to find the right answer to a customer’s problem. As we continue to see changes in the way people work, more organizations have shifted from on-premises to cloud-based solutions. The changing consumer impacts the evolving organizations, which ultimately impacts the contact center.

This week on the show, Upland’s own Fiona Vanderlinde is here to help us understand how to get into the cloud... one toe at a time.

Links & Notes

(00:00) - Welcome to Connected Knowledge

Destination CRM’s 2024 CX Megatrends to Watch Wrap Up with Samatha Middlebrook

Upland Software — Wed, 31 Jan 2024 03:00:00 -0800

Each year, Destination CRM magazine holds its Customer Experience Trends to Watch webinar. In fact, it’s the number one most popular roundtable topic they have each year. It’s where CX solution providers are invited to share what they believe are the 2024 trends to watch.

This week, we’re talking all about trends of 2024 with our own Samantha Middlebrook, Senior Director of Product Marketing and Management for Contact Center Productivity at Upland. She presented at the webinar and is back with Pete Wright to share what she learned—and shared—from the CRM Magazines Customer Experience Trends to Watch Webinar.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:52) - Call Center Trends for 2024
(09:26) - AI

Knowledge’s Impact on Change Management with Luke Jamieson and Michael Mattson

Upland Software — Wed, 17 Jan 2024 03:00:00 -0800

This week, we’re talking about change. Big change, small change, and all change in between. But here’s the thing... employees report the lowest willingness to accept enterprise change in years. What’s behind that so-called transformation deficit?

Harvard Business Review says employees experienced an average of ten planned enterprise changes in 2022. Gartner research shows employees’ willingness to support enterprise change dropped from 74% in 2016 to 43% in 2022. HBR is calling this gap between those changes and employee’s willingness to adapt to each one is being called the “transformation deficit.” How can organizations get ahead of this, and might knowledge management be a part of the answer?

Luke Jamieson, our own Solutions Consultant for Upland’s Contact Center Productivity Solutions and Michael Mattson, former veteran customer experience practitioner and thought leader are here today to explain it, and how knowledge management solutions might just get us out of that adaptation trough.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:26) - Introducing Luke Jamieson and Michael Mattson
(03:39) - How do you Change the People?
(06:36) - The Incentive Roller Coaster
(12:28) - Evaluating the Statistics
(16:20) - Building the Case
(19:48) - Purpose versus Process
(22:31) - Implementation
(28:08) - How do you know you have a need for a new KMS?

How to Know if Your KMS Needs an Upgrade with Keith Berg

Upland Software — Wed, 03 Jan 2024 03:00:00 -0800

How do you know your knowledge management system is getting a bit long in the tooth? Are your people complaining about too many emails covering the same things? Are they struggling to keep their knowledge current as the organization changes around them?

This week on the show, one of our own leaders is back to help us out. Keith Berg is senior vice president and general manager of contact center productivity solutions, and he sits down with Pete Wright to help tune us to the red flags that point to your organization’s readiness for the KMS upgrade.

About Keith Berg

Keith provides leadership of the contact center and knowledge management suite of products at Upland Software, overseeing all of its business operations. He has worked with KM and contact center leaders for 20 years, helping them improve customer experience, increase agent productivity, and reduce operational costs.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:17) - How do we know we're ready to change in our centers?
(06:20) - Adapting around holes in the system
(08:16) - How do you know if your KMS is broken?
(13:36) - Listener Question: Human Behavior, AI, and Improvement
(18:20) - Sneak Peak: Destination CRM’s 2024 CX Megatrends to Watch: Expert Predictions webinar
(20:26) - Learn More

How Knowledge Management Guides Employee Journey Mapping with Luke Jamieson and Nate Brown

Upland Software — Wed, 13 Dec 2023 03:00:00 -0800

In this episode of Connected Knowledge, we explore how knowledge management can transform the employee experience and unlock greater engagement. Pete Wright is joined by CX experts Luke Jamison and Nate Brown, and together, they dive into the power of the employee journey map and why knowledge management should be at the heart.

“Knowledge is the lifeblood of customer service. It's either flowing or it's not,” says Brown. When employees have easy access to living knowledge, they can serve customers with confidence and autonomy. This fuels engagement, innovation, and advocacy. Many companies excel at onboarding but then lose momentum in engaging employees. The employee journey map provides a holistic view across the entire arc - from hiring to retirement. This enables organizations to pinpoint friction and cultivate knowledge sharing.

Jamieson explains that most friction happens when new hires transition to managers who are focused on targets over nurturing talent. He emphasizes the need for an “employee experience change coalition” so HR doesn't go it alone. Knowledge should be interwoven at every stage.

Questions We Explore:

What does the employee journey map contain and why does it matter?
Where does the employee experience usually go off track and how can knowledge help?
How does living knowledge create confidence and autonomy vs. frustrating searches?
What tools and resources can help organizations empower employees through knowledge?

Critical Insights for Knowledge-Centered Organizations

This episode explores the connections between engaged employees, customer experience, and knowledge management.

“When we start thinking about knowledge management in that way, it really is much more a holistic approach to making your business more cohesive versus, ‘hey, this is just another piece of software,’” explains Jamieson.

Instead of focusing on goals and tickets, create space for employees to grow. Knowledge builds confidence to serve customers and drive innovation. To create a thriving culture, put knowledge at the heart of the employee journey.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:09) - What is Employee Journey Mapping?
(12:39) - The Operations Break-Down
(18:24) - What's the Role of KM in Employee Mapping?
(20:30) - A Day in the Life
(26:53) - Making the Case for KM
(37:26) - Learn More

Keeping Your Knowledge Compliant with Ever-Changing Systems and Regulations with Rosemary Kirk

Upland Software — Wed, 29 Nov 2023 03:00:00 -0800

In this episode of Connected Knowledge, Pete talks with Rosemary Kirk, Senior Solutions Consultant at Upland Software, about how healthcare organizations can leverage knowledge management to improve compliance, training, and overall operations. With constantly shifting regulations and patient expectations, healthcare providers need agile systems to empower employees and remain competitive.

Pete and Rosemary explore the mounting pressures healthcare professionals face today, from rapidly changing protocols to retaining staff. They discuss how misaligned internal processes lead to poor patient experiences and the need for cross-departmental collaboration. The conversation ultimately centers around how a unified knowledge base can help organizations adapt quickly, keep reps up-to-date, and satisfy both patients and auditors.

Questions we answer in this episode:

How are outdated training methods impacting healthcare providers?
What does an agile healthcare organization look like today?

Key Takeaways:

Communication across departments is critical for a smooth patient experience
A centralized knowledge base helps staff stay compliant and empowered

Plus, we tackle another listener question on the best strategies for keeping reps up-to-date and informed!

By the end, you'll understand the pressing need for knowledge management in the healthcare industry and how the right tools can drive better patient outcomes. Tune in to hear powerful insights from Rosemary Kirk on structuring healthcare knowledge for operational excellence.

Resources for further learning:

(00:00) - Welcome to Connected Knowledge
(00:54) - Healthcare's Many Masters
(03:24) - Knowledge Management
(06:02) - What is Healthcare Agility in 2023?
(08:26) - Compliance
(11:22) - The Digital Transformation is Still Happening
(12:49) - Maintenance
(14:38) - Panviva
(16:16) - Listener Question: Keeping Reps Up To Date

Trends, Tools, and Human Centered AI at KMWorld with Stin Mattu

Upland Software — Wed, 15 Nov 2023 03:00:00 -0800

This week, Pete Wright sits down with Stin Mattu, Product Marketing Manager for Contact Center Productivity Solutions at Upland Software. The duo delve into the transformative influence of artificial intelligence (AI) in the realm of knowledge management, particularly in the ranks of the 27th annual KMWorld Live.

Stin delves into the role of AI as it evolves from a trend to a pervasive tool, redefining the landscape of knowledge management. Matu shares his experiences and insights from the KMWorld event, highlighting the ubiquity of AI discussions across the vendor landscape. He points to the shift in AI's role - from an elusive concept to a practical tool that is increasingly integrated into vendors' roadmaps.

The conversation traverses the spectrum of AI application, from enhancing knowledge creation and improving knowledge for knowledge workers to empowering call center agents with augmented response generation capabilities. Mattu emphasizes the benefits of AI in relieving cognitive load for agents, enabling them to focus on understanding their customers' needs. The discussion underscores the potential of AI to revolutionize knowledge management by doing "80 percent of the hard work," allowing human agents to concentrate on the remaining 20 percent that is most critical.

This episode unravels key questions around the reliability of AI-driven solutions, the impact of AI on the future of work, and the crucial role of the human in AI implementation. Mattu provides valuable insights into the balance between AI's capabilities and the need for human oversight in ensuring accuracy and avoiding potential brand damage.

Mattu advocates for AI as a tool that enhances human work rather than replacing it, envisaging a future where AI and humans work collaboratively. He states, "This technology is there, and if we use it correctly, it's going to be something that is enhancing the work that humans do rather than replacing the work that humans do."

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:34) - Stin Mattu is back from KMWorld!
(01:40) - Trusting AI and Upland's Latest Work
(07:34) - Human Centered AI and the Cycle of Knowledge Management
(21:52) - The Highest Value Communcation
(25:04) - You Are Not the Protagonist
(26:30) - Learn More

Highlights and Trends for Contact Center Success from Customer Contact West 2023

Upland Software — Wed, 01 Nov 2023 03:00:00 -0700

Pete Wright invites Shelly Lindstrom, Principal Customer Success Manager at Upland Software, to share key takeaways from the recent Customer Contact West conference. They explore the latest trends impacting contact centers today.

Shelly provides an insider's perspective on the event, the shift away from trade show floors, and the meaningful conversations between vendors, customers, and attendees. She highlights new innovations in AI, analytics, knowledge management, and digital transformation, aiming to improve agent productivity and the overall customer experience.

Questions We Answer in This Episode:

How is the contact center industry embracing knowledge management and AI?
What role will agents continue to play as technology evolves?
How can companies capture data and analytics to power empathetic service?

Key Takeaways:

Digital transformation in the contact center is still a work in progress.
AI should empower agents, not replace them.
Capturing customer data and sentiment is crucial for an empathetic approach.

Shelly provides perspective on starting with clear business goals and letting that guide your AI approach rather than leading with the technology.

Get a pulse on the latest trends and innovations shaping the customer contact experience today. Discover new ways to elevate your agents and exceed customer expectations.

Resources for further learning:

How to Maximize Knowledge Management for Agent Effort and Productivity Gain with Samantha Middlebrook

Upland Software — Wed, 18 Oct 2023 03:00:00 -0700

The last time our guest was on the show, she led us through the lessons she’s learned from a career working with contact center leaders. This week, she’s back to turn the tables: what’s it like working as an agent today? What are the resources they count on to be responsive and effective? And how are call center leaders best able to maximize knowledge management investments in support of their front-line representatives?

Samantha Middlebrook is Senior Director of Product Marketing and Management for Contact Center Productivity at Upland, and she joins Pete Wright to talk all about your agents and their journey through productivity.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:10) - Introducing Samantha Middlebrook
(00:58) - A Day in the Life of an Agent
(02:24) - The Pace of Change in the Call Center
(06:16) - The Onboarding Experience
(09:31) - Agent Productivity
(16:44) - Risks
(19:08) - The Samantha Middlebrook Magic Wand
(20:46) - The L&D Challenge

How Connected Knowledge Enhances Patient Access and Experience with Rosemary Kirk

Upland Software — Wed, 04 Oct 2023 03:00:00 -0700

There are many moving parts in a healthcare facility. This requires healthcare professionals to provide great experience to satisfy any customer service needs. When your customer is the very same person who is in your facility with their health — and lives — in your hands, you face a heightened pressure to make sure customer satisfaction is great.

Rosemary Kirk joins Pete Wright to talk about her work in the customer service space, and how great Connected Knowledge practices enhance and accellerate patient and team satisfaction.

Rosemary is the go-to expert for Upland Software’s knowledge management software, Panviva. She creates and presents Proofs of Concept for Panviva on webinars and at industry conferences as well as facilitating pre-sales demonstrations to potential clients. She has worked in the knowledge management and customer service space for over 20 years, helping enhance user experiences through high-level project management, employee training, and optimizing contact center operations.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:39) - Welcome Rosemary Kirk
(01:15) - The Complexities of Healthcare
(05:06) - Why does Healthcare need Connected Knowledge
(07:10) - Integrations
(09:32) - The Perils of Disconnected Knowledge
(16:51) - Launching Connected Knowledge in Healthcare

Behind the Knowledge-Centered Service Curtain with Lana Kosnik

Upland Software — Wed, 20 Sep 2023 03:00:00 -0700

What happens when you wire an organization to value knowledge, specifically, as a key asset. What happens to processes and systems when they are focused on creating, capturing, sharing, and reusing institutional knowledge in the work of the contact center? If you can get those things right, you might just be leading a Knowledge Centered Call Center.

Lana Kosnik is the KCS Knowledge Management Practice Manager here at Upland and over the better part of a decade, she’s honed a skillset in training, coaching, teamwork, buisness development, sales, content, and knowledge management. And today, she’s going to pull back the curtain on the benefits of the Knowledge Centered Organization.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:29) - Introducing Lana Kosnik
(00:55) - What is a Knowledge Centered Organization
(03:22) - Rewiring Our Understanding of Support
(10:27) - What Does Success Look LIke?
(14:34) - Training and Implementation
(16:28) - Making Change
(18:30) - A Sustainable KCS Initiative
(23:52) - RightAnswers

The Importance of Integrations in the Telco Industry with Alex Baker

Upland Software — Wed, 06 Sep 2023 03:00:00 -0700

In this constantly evolving digital landscape, telcos face the perpetual challenge of upgrading technology while simultaneously maintaining a superlative customer experience. Today’s customers expect nothing short of excellence, and meeting these expectations is crucial for both customer acquisition and retention.

This week, we’re going to hear from Alex Baker. Alex serves as Upland’s ace in customer service and support. With a career spanning over a quarter of a century and his work has given him a unique perspective on the essential tech integrations for telcos, making him the perfect person to help us understand how best to optimize the customer experience in the telecommunication industry.

Resources for further learning:

(00:00) - Welcome to Connected Knowledge
(00:34) - Introducing Alex Baker
(01:36) - The Customer Expectations Race
(03:50) - Next Generation CX
(06:53) - The Disincentive of Silos
(09:33) - Building a Best Practice Organization
(21:20) - Generative AI in the Call Center

Unpacking the Role of Generative AI for Knowledge Management with Keith Berg

Upland Software — Wed, 23 Aug 2023 03:06:00 -0700

This week on the show Pete Wright sits down with Keith Berg, senior vice president and general manager of contact center productivity solutions. They’re digging into the potentially decisive role of generative AI in knowledge management, and Keith helps us navigate the challenges organizations face that are ideally suited for AI support.

Creating and maintaining quality knowledge is expensive. Agents don’t have the time to be creating and updating knowledge – in customer service, every second counts! Subject matter experts have deep domain expertise, but they often can’t write in the tone of the customer. Generative AI tools like ChatGPT and Claude can save time and potentially provide a better experience for customers and employees, but the human touch is still critical as we continue to build trust in the tools. But on the front lines of customer service, it could save time with knowledge creation, free up agents to problem solve and provide knowledge managers with more time to analyze data for improvement.

Upland has recently introduced its AI Knowledge Assistant, and Keith discusses what’s next on the AI horizon for Upland Software.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:20) - Introducing Keith Berg
(03:34) - Generative AI as a Great Leveler
(04:19) - ChatGPT
(07:02) - Making Call Center Jobs Better
(09:10) - A Sidebar: Planet Money
(10:50) - Trust
(15:17) - AI Knowledge Assistant
(18:38) - The Crystal Ball: BYOAi

Connected Knowledge via Integrations, Delivery, and Self-Service with Stin Mattu

Upland Software — Thu, 10 Aug 2023 03:00:00 -0700

When you think about connected knowledge, what does that mean to you? Over here, we have a pretty specific definition, and our guest today lives right in the middle of it.

Stin Mattu is a Product Marketing Manager here at Upland Software. He’s worked in knowledge management and customer service roles for more than 20 years, so he knows a thing or two about optimizing the customer experience, and increasing contact center agent productivity via knowledge management. Plus, he has a real soft spot for systems delivering on the promise of connected knowledge.

Stin joins us today to talk about how you can make the best of your legacy systems through integrations, giving your call center operators the tools they need right when they need it.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(00:24) - Introducing Stin Mattu
(01:04) - What is Connected Knowledge?
(02:15) - The Baggage Behind Connected Systems
(07:50) - Lift & Shift versus Linking Systems
(09:12) - On Integrations
(13:15) - Knock-on KM Benefits
(20:13) - RightAnswers

Business Process Outsourcers and the True Value of Employee Engagement with Luke Jamieson

Upland Software — Thu, 06 Jul 2023 03:00:00 -0700

This week on the show, we’re talking about BPOs, Business Process Outsourcers, and the role they serve in customer support organizations. Now, once you pull back the curtain on using BPOs for customer support, you wouldn’t be blamed for conjuring stories of customer service frustration, long wait times, mysterious call routing, the works. This week’s guest has a different perspective and the call center leadership CV to back it up.

At the top of the list of Luke Jamieson’s many credentials, he’s a customer experience maven and has much to teach about how the BPO relationship can enhance relationships up and down the customer experience chain. He’s also a podcaster, blogger, and author of the soon-to-be-released book More Sense, Less Incentive, and he’s a solutions architect right here at Upland.

Luke joins Pete Wright to discuss the trends in BPO utility for customer service and the best-in-class dedication many BPOs are providing their teams to reaffirm their commitment to client brand frontline representatives, building development paths for positions often considered fungible, and giving frontline staff the right knowledge management tools can bring renewed agency and empowerment to the individual representatives using them.

Links & Notes

(00:00) - Welcome to Connected Knowledge
(01:06) - A framework for BPOs in Employee Engagement
(01:42) - Exercise in Contrasts
(06:55) - A Best-in-Class Organization
(10:49) - Fungible v. Agency
(14:45) - Evolution of the Call Center Experience
(18:23) - Improving the Experience of the Call Center Team
(22:36) - Business Unit Adoption
(26:54) - The Upland Tools: Panviva & RightAnswers
(30:39) - First Steps

Learnings from Contact Center Leaders with Samantha Middlebrook

Upland Software — Mon, 20 Mar 2023 03:00:00 -0700

If you’re a contact center leader, this week we’re talking all about you. What’s going on in your business? How are you handling staffing in a strong employee market? How are you navigating modern metrics post-pandemic? Samantha Middlebrook, Senior Director of Product Marketing and Product Management for the Contact Center Productivity Business Unit here at Upland Software, joins Pete Wright to share her lessons learned from contact center leaders around the world.

The big takeaways: The last two years have been hard on call centers. From attracting and retaining call center talent to training and development, staffing is at the top of Samantha’s list. How does a modern call center remain adaptable in the face of new requirements around flexibility and engagement? And how does the savvy manager do the work of managing a staff spread out on islands around the world? Samantha has guidance on that, too.

Learn more about all the products Samantha mentions at UplandSoftware.com.
Submit your Questions to Connected Knowledge

(00:00) - Welcome to Connected Knowledge
(00:33) - Introducing Samantha Middlebrook
(01:32) - Recruiting & Retaining Teams
(07:26) - Training & Development
(09:36) - Humanizing the Call Center
(11:38) - Metrics, Forecasting, and Reassurance Transactions
(15:20) - Evaluating the Sentiment of the Customer
(19:19) - Upland Software Call Center Products

Enhancing Customer Service in a Personalized Contact Center with Denis Francoeur

Upland Software — Wed, 08 Feb 2023 03:00:00 -0800

Denis Francoeur talks about the evolution of the call center, how expectations have changed for operators and customers alike, and how the personalized contact center can change the game for customer experience and satisfaction.

Submit your Questions to Connected Knowledge

(00:00) - Welcome to Connected Knowledge
(00:18) - Call Center Time Travel with Denis Francoeur
(09:24) - Call Center Sat
(11:50) - CTI: Computer Telephone Integration
(15:16) - Upland InGenius
(23:26) - Learn more