Connected Knowledge from Upland Software

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

• Knowledge Centered Service (KCS) | Upland RightAnswers (uplandsoftware.com)
• What is KCS? - RightAnswers (uplandsoftware.com)
• KCS for Better Self-Service - RightAnswers (uplandsoftware.com)

• (00:00) - Welcome to Connected Knowledge

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:

• Connected Knowledge via Integrations, Delivery, and Self-Service with Stin Mattu - RightAnswers (uplandsoftware.com)
• Essential Features of a Modern Knowledge Management Platform (uplandsoftware.com)
• Experts in Knowledge Management | Upland RightAnswers (uplandsoftware.com)

• (00:00) - Welcome to Connected Knowledge

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

• Reimagining Knowledge Management with ChatGPT (uplandsoftware.com)
• The Evolution of Search | Upland RightAnswers (section on ChatGPT)
• Planet Money Makes an Episode Using AI
• Submit your Questions to Connected Knowledge!

• (00:00) - Welcome to Connected Knowledge

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

• Connected Knowledge - RightAnswers (uplandsoftware.com)
• RightAnswers X - Knowledge Management Extension | Upland RightAnswers (uplandsoftware.com)
• What is Connected Knowledge | Upland RightAnswers (uplandsoftware.com)
• Find our Episodes at UplandSoftware.com
• Submit your Questions to Connected Knowledge

• (00:00) - Welcome to Connected Knowledge

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

• More Upland Software’s BPO Offering: Panviva
• Download the Ebook: “Empowering Knowledge Management Excellence
• Upland Software BPO Datasheet
• Connect with Luke on LinkedIn
• Follow Luke on Twitter
• Submit your Questions to Connected Knowledge

• (00:00) - Welcome to Connected Knowledge

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

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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

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