Blog
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The Fundamentals of a Knowledge Management System (and Exploring its Three Vital Pillars)
Before we can dive into the definition of a knowledge management system — it’s essential to understand the fundamentals of knowledge manageme...
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Working 2021: Pandemic lessons for banks and credit unions
Working 2021: pandemic lessons for banks and credit unions By Stephen Pappas I recently rewatched a Netflix Western that came out a few...
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From Contact Tracing to Vaccine Distribution – Knowledge Management is a Common Theme
Knowledge Management in a COVID-19 World When the COVID-19 pandemic descended on the world in 2020 the first line of defense was contact t...
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Working 2021: How to Make AI Succeed in Your Call Center
A contact center executive we know is always looking for ways to improve her operation. Topping her list are technologies that promise to improve th...
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Working 2021: 3 bright spots, and how to make the most of them
BRIGHT SPOT #1: Working from home has come to its senses. For office workers, the biggest work impact of the COVID-19 pandemic will be the normali...
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Sustainability: the real winner in digital transformation
Once just a paragraph in a company mission statement, committing to green initiatives has now become a priority for most businesses. Focusing efforts ...
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What 2020 has taught us
As we sit writing this blog post, pondering on the year that’s been, we’re asking ourselves, I wonder what Oxford’s 2020 word of the year will be? So ...
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5 minutes with Dawn Corrente
A self-confessed creative junkie and being part of a product that was chosen for a NASA mission, meet Dawn, our Marketing Director. Dawn has been with...
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Ultimate Checklist for Onboarding New Remote Hires
Approaching the second last month in 2020, we’re asking ourselves, how different will 2021 be? We interviewed some of our team a couple of months ago ...
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The Importance of Knowledge Management in the Financial Industry
The financial industry and its customers are constantly evolving. Just think, online banking is a relatively new phenomenon. Yes, that means that ther...
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Women in Tech: A Male’s Perspective
Recently, our Head of Customer Advocacy – Kristina said “Tech businesses need more women and more diversity to optimise their innovation and success. ...
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5 minutes with Dave Pietropaolo
An avid hockey player and passionate sales leader, meet our Head of Sales in North America, Dave Pietropaolo. Dave always felt destined for a life ...
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Say goodbye to Tribal Knowledge with Nugget
You go to the office kitchen, realise that the filter system is broken, Bob from IT usually knows how to fix it, but then the three other colleagues a...
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What the pandemic has taught us about knowledge management
COVID-19 has cast a long shadow over the world in 2020. But like most things sent to test us, the pandemic and the ensuing lockdowns have also taught ...
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Explained: What is tribal knowledge?
What is tribal knowledge? Ever heard of the term tribal knowledge? In short, it’s unwritten information only a select few employees know. It’s the ...
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5 ways banks can improve CX
Banks and other financial institutions face increasing customer competition from new and exciting fintech companies. In an era of increased competi...
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5 minutes with Kristina Chaston
5 minutes with Kristina Chaston A Youth Worker who has spent the last 15+ years in the tech space, passionate about people, especially building rel...
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Explained: what is knowledge management?
What is knowledge management you say? Well, do you ever find yourself spending an unnecessary part of your day looking for information just to do your...
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Evolving the office in the post-COVID era
We recently discussed what the future of the workplace will look like in a post COVID-19 world and since then caught up with Tristan Gannan from CBRE,...
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Saving the economy with a ‘think national, act local’ approach
There's growing evidence that COVID-19 contact tracing is more effective when it is conducted at the community level. It turns out that community memb...
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Closure of overseas call centres and the return of local ones
Like most of the blog posts we have written in 2020, this one references COVID-19 and the impacts it’s brought along with it. However, this one is sli...
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5 minutes with Shideh Kolahdooz
5 minutes with Shideh Kolahdooz Her older sister is convinced that she is always at her desktop typing and could fix her computer for her, which is...
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Should contact tracing be a state responsibility?
Both Australia and the USA are federations of self-governing states, and like the rest of the world, both have been impacted heavily by COVID-19. Whil...
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Hiring in a crisis: Onboarding remote workers
There’s nothing like the first day nerves of a new job, pondering over what to wear, overthinking your start time and “I wonder do the team eat togeth...
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Returning to a changed workplace post COVID-19
World crises have happened before; the Spanish flu in 1919, the global oil shock in 1973, 9/11, SARS, Ebola and the GFC. Each event has made us recons...
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Contact tracing is a numbers game – we need to be ready
When it comes to a COVID-19 outbreak, speed is of the essence and timely contact tracing crucial. Epidemiologist and communicable diseases expert Prof...
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Contact tracing is a very tough job – especially without good guidance
Governments around the world are in a race against the clock to trace the close contacts of their citizens who have tested positive for COVID-19. As t...
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Leadership Bravery: Earn Your Legacy by Bravely Choosing How You Will, and Will Not, Grow
he Impact of Leadership Bravery… What happens with Leadership Bravery is that there is a lens through which leaders make decisions. And also, the q...
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Don’t Mistake Customer Experience Design for Customer Experience
Even though Customer Experience (CX) is all about the customer, we sometimes forget and start to think it’s about us. We build personas that represent...
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AI and Ethics in the Augmented Age of Customer Experience
ith AI being the fastest growing technology sector in the world – $38 billion invested in the last 12 months, with 40% of service work to be done by s...
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The Willingness of Healthcare Institutional Leaders to Characterize Patients as “Customers”
Each of us is a consumer of many and varied goods and services, including healthcare. Healthcare is certainly changing and one of those changes, thoug...
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CX — From Buzz Word to Buzz Kill? Finding Opportunities Within the Threats
Over the past several years, the concept of the Customer Experience (CX) has evolved. It has gone from a mythical place independent of budgets (was it...
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The Three Best Practices Behind Every Customer Experience Strategy
Customer experience is constantly changing, but its core concepts remain the same. No matter what new technology or trends come on the scene, these th...
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Link True Financial Value to Experience Management
As a discipline, Experience Management — the experiences of customers, employees, partners, brand — creates a fundamental shift in the way organizatio...
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How to Disrupt Your Competition
One of my favorite topics to discuss is the concept of convenience and how it can provide a competitive edge for your business. I even wrote an entire...
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Cloud-based Knowledge Management is a key element of any BCP
Around the world public and private sector organizations are enacting the Business Continuity Plans as a response to the threats imposed by the novel ...
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Brainstorming and Innovation in the Palm of Your Hands
Intro: You Know What They Say About Idle Hands Throughout history, idle hands have been frowned upon by the masses. For one, unoccupied hands ar...
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The good news about healthcare scheduling and revenue cycle management
They’re not complex. They’re just complicated. Here’s a distinction that offers hope to harried healthcare executives: “Complex” and “complicated” ...
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Teaming up to tackle tribal knowledge
Tribal knowledge is not a new concept, everybody knows that when 1 Million dollars is on the line, it’s best to phone a friend. So, it's only natur...
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7 Steps to Superior CX
“Customer experience (CX) is the new marketing battlefront.” These are not the words of me, Stephen Pappas. That’s Gartner talking. That’s right—th...
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Five questions credit unions should be asking themselves
“Omnichannel isn’t just about having a variety of ways to contact your business. It’s about providing a seamless experience regardless of the chosen c...
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What, Exactly, Makes for GREAT CX
We talk a lot about delivering an exceptional customer experience—CX—but the talk focuses on how to deliver it. “Improve first call resolution,” or “C...
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Panviva Announces New Partnership with PowerHouse Consulting
Nashua, NH (June 14, 2018) Panviva—the premier provider of cloud-based knowledge management solutions and real-time performance support—announced toda...
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You Don’t Need a Tolerance for Pain to Manage the Omnichannel
People in a range of industries—travel, financial services, healthcare and more—have told me there’s no easy way to manage all the ways their customer...
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Does your credit union need a merger to deliver Omnichannel service?
Capitalism loves consolidation, and credit unions are no exception. Callahan & Associates’ creditunion.com reports there were 1,121 credit union me...
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Take These Three Actions to Prevent Customer Explosion
Make no mistake about it, customer experience implementation within an organization is a major undertaking. It often involves multiple departments, th...
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Culture is Key to Customer Experience
You know the right culture is essential for great CX, but what does that actually mean? What is culture? Here’s my definition: Culture is made up of a...
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Reshaping the Customer Experience for Telecommunications Companies
“Companies who have been using Panviva have reported an 80% reduction in data entry errors, a 50% reduction in training time, and 26% decrease in agen...
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Why Customer Experience Matters in Healthcare
“A strong CX is paramount because it helps to build referrals, attract top talent in the medical field, grow your organization, and strengthen communi...
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How Credit Unions are Adopting the Omnichannel
“Being able to access the right information at every customer touchpoint is critical in maintaining good client relationships while also remaining com...
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With increasing competition, roadside assistance providers need to deliver top-notch service
As competition increases among roadside assistance providers, so does the need to deliver a top-notch member experience. A persistent pain point among...
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Why it’s Time for your Contact Center to Embrace Omnichannel
In today’s digital era, customers expect the same level of service no matter how they contact you—they don’t view your brand as a series of chann...
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Embracing Omnichannel
“As a result or embracing the omni-channel customer experience, businesses are able to resolve cases faster. Fine details aren’t lost in the exch...
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Improving the member experience with the right tools
“Many member services organizations are restructuring how they handle data and information resources through better knowledge management practices—pro...
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A better way to organize data
Avoiding call escalations, hold times and callbacks means customer resolutions are reached faster, leaving them confident you’ll be able to help them ...
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Improving the Customer Experience to Improve the Bottom Line
When it comes to customer experience, telecommunications companies get a bad rap. Telecom companies continue to dominate “official” lists of companies...
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Are your patient scheduling practices slowing you down?
“Panviva makes it easy to create cohesion among schedulers to minimize wait time and maximize efficiency.” — Steve Pappas Scheduling patie...
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Panviva Publishes E-Book: Building a Better Customer Experience—Tips from 10 CX Industry Experts
Get a jumpstart on your 2019 planning with this collection of CX insights from our top 10 industry experts Whether you are a CX leader, a frontline...