How Connected Knowledge Enhances Patient Access And Experience With Rosemary Kirk Connected Knowledge From Upland Software podcast

34:40

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: Book a demo to see Panviva's Digital Orchestrator in action! Upland Panviva Google LM Submit your Questions! (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…

Connected Knowledge from Upland Software

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Unlocking the Value of the Voice Channel 33:10

hace 22 weeks33:10

33:10

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 InGenius Connect with Andrea on LinkedIn…

Connected Knowledge from Upland Software

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The Power of Customer Feedback: Transforming Businesses with Customer Insights 31:47

hace 24 weeks31:47

31:47

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 Customer Engagement & Experience Software | Rant & Rave | Upland How Listening Can Make or Break Your Experience | Upland Tai Calon’s Strategy to Boost Customer Satisfaction Amid Challenges | Upland Connect with Andy on LinkedIn (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…

Connected Knowledge from Upland Software

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How to Find the Right Knowledge Management Solution 36:49

hace 26 weeks36:49

36:49

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 Panviva RightAnswers Connect with Rosemary on LinkedIn Connect with Alex on LinkedIn (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…

Connected Knowledge from Upland Software

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The Blueprint for an Effective AI Implementation with Simon Kriss 35:28

hace 28 weeks35:28

35:28

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…

Connected Knowledge from Upland Software

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Generative AI in the Workplace 26:20

hace 30 weeks26:20

26:20

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 Upland Software Microsoft Copilot Poe by Quora Lama 2 (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…

Connected Knowledge from Upland Software

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The Dos and Don'ts of AI Knowledge Assistants 25:33

hace 1 year25:33

25:33

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 Reimagining Knowledge Management with ChatGPT (uplandsoftware.com) AI Guide for Contact Centers (uplandsoftware.com) 10 Must-Know Gen AI Terms in Knowledge Management (uplandsoftware.com) Submit your Questions to Connected Knowledge (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…

Connected Knowledge from Upland Software

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How to Dip Your Contact Center Toes into the Cloud with Fiona Vanderlinde 26:26

hace 1 year26:26

26:26

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 Harness the Power of Salesforce Service Cloud Voice | Upland InGenius (uplandsoftware.com) How Empowering Your Agents Boosts the Customer Experience - InGenius (uplandsoftware.com) Increase the personal touch in your contact center – by digitizing voice! - InGenius (uplandsoftware.com) (00:00) - Welcome to Connected Knowledge…

Connected Knowledge from Upland Software

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Destination CRM’s 2024 CX Megatrends to Watch Wrap Up with Samatha Middlebrook 28:57

hace 1 year28:57

28:57

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 The Inner Circle Guide to Agent Engagement & Empowerment (uplandsoftware.com) 3 Ways AI Can Boost Your Contact Center Productivity (uplandsoftware.com) AI Guide for Contact Centers (uplandsoftware.com) (00:00) - Welcome to Connected Knowledge (01:52) - Call Center Trends for 2024 (09:26) - AI…

Connected Knowledge from Upland Software

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Knowledge’s Impact on Change Management with Luke Jamieson and Michael Mattson 37:46

hace 1 year37:46

37:46

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 Guiding Change: Digital transformation and how technology is conquering the challenge of change | Panviva (uplandsoftware.com) Single Source of Truth Across Digital Channels | Upland Panviva (uplandsoftware.com) The Importance of KMS (Knowledge Management Systems) by the Numbers | Panviva | Upland Software (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?…

Connected Knowledge from Upland Software

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How to Know if Your KMS Needs an Upgrade with Keith Berg 22:57

hace 1 year22:57

22:57

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 The Importance of KMS (Knowledge Management Systems) by the Numbers | Panviva | Upland Software Leveraging Generative AI in Knowledge Management (uplandsoftware.com) Leveraging Agile Project Methodology for Successful KMS Implementation (uplandsoftware.com) Submit your Questions to Connected Knowledge (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…

Connected Knowledge from Upland Software

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How Knowledge Management Guides Employee Journey Mapping with Luke Jamieson and Nate Brown 44:30

hace 1 year44:30

44:30

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 Maximizing Knowledge Management for Agent Effort & Productivity (uplandsoftware.com) Knowledge management supports your agents by reducing their cognitive load - RightAnswers (uplandsoftware.com) How to Improve Call Center Agent Performance - 6 Tactics (uplandsoftware.com) CX Accelerator Fusion: How Integrating Brand and Culture Powers the World's Greatest Companies by Denise Lee Yohn Primed to Perform: How to Build the Highest Performing Cultures Through the Science of Total Motivation Learning to Learn and the Navigation of Moods: The Meta-Skill for the Acquisition of Skills by Gloria P. Flores Customer Experience | CX Accelerator Send us a Question! (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…

Connected Knowledge from Upland Software

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Keeping Your Knowledge Compliant with Ever-Changing Systems and Regulations with Rosemary Kirk 20:10

hace 1 year20:10

20:10

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: Knowledge Management Integration: What is it and how does it help your business? How healthcare providers are driving exceptional patient experiences with Panviva How connected knowledge enhances patient access and experience with Rosemary Kirk (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…

Connected Knowledge from Upland Software

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Trends, Tools, and Human Centered AI at KMWorld with Stin Mattu 29:15

hace 1 year29:15

29:15

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 The Evolution of Search | Upland RightAnswers (uplandsoftware.com) Essential Features of a Modern Knowledge Management Platform (uplandsoftware.com) Connected Knowledge via Integrations, Delivery, and Self-Service with Stin Mattu - RightAnswers (uplandsoftware.com) Submit your Questions to Connected Knowledge (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…

Connected Knowledge from Upland Software

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Highlights and Trends for Contact Center Success from Customer Contact West 2023 19:13

hace 1 year19:13