Connected Knowledge from Upland Software

Nov 13 2024 24 ep. 29 mins
Connected Knowledge from Upland Software Podcast artwork

Exploring contact center technology that drives agent productivity and provides exceptional customer service — delivering the right answers, to the right people, at the right time.

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

Nov 13 2024 34 mins  
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. Fio

Unlocking the Value of the Voice Channel

Oct 30 2024 33 mins  
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 m

The Power of Customer Feedback: Transforming Businesses with Customer Insights

Oct 16 2024 31 mins  
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 liste

How to Find the Right Knowledge Management Solution

Oct 02 2024 36 mins  
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 emplo

The Blueprint for an Effective AI Implementation with Simon Kriss

Sep 18 2024 35 mins  
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 c

Generative AI in the Workplace

Sep 04 2024 26 mins  
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 Dos and Don'ts of AI Knowledge Assistants

Mar 13 2024 25 mins  
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

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

Feb 14 2024 26 mins  
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 consum

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

Jan 31 2024 28 mins  
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 P

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

Jan 17 2024 37 mins  
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 emp