00:00:00Welcome to Connected Knowledge
00:00:51Introducing Karen Holliday
00:04:04AI • Reshaping Knowledge Management
00:12:02KCS
00:18:34The Upland Approach
00:20:56The Client Story
BU BÖLÜM HAKKINDA
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:
ingilizce
Amerika Birleşik Devletleri
NOTLARI GÖSTER 🔗
TRANSKRİPT 🔗
Are you the producer of this podcast?
Add a podcast transcript
Need Audio-to-Text?
Transcribe with Listen411 in Just 60 Seconds
SON BÖLÜMLERİ ARA
Connected Knowledge from Upland Software için geçmiş bölümleri ara.
BU PODCAST'IN DİĞER BÖLÜMLERİ
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 …
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…
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 organi…
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 nece…
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 Pe…
Feragatname: Bu sayfaya yerleştirilmiş podcast ve sanat eserleri, sahibinin mülkiyetinde olan ve Listen Notes, Inc.'e bağlı olmayan veya tarafından onaylanmayan Upland Software'e aittir.
DÜZENLE
Podcast veritabanını güncel tutmaya yardımcı olduğunuz için teşekkür ederiz.
