Success Story
Global Media Organization Turns to Upland’s RightAnswers for Ultimate Contact Center Transformation
Global Media Organization Turns to Upland’s RightAnswers for Ultimate Contact Center Transformation
Taking an organization from local to global requires an elevated approach to knowledge management. For this organization, RightAnswers is the solution.
Future-proofing knowledge management for optimal agent productivity
The larger an organization expands, the more knowledge it needs to better service its customers. Because of that, this organization knew it needed a way to streamline its knowledge management in a way that enabled workforce optimization for its agents.
With an onslaught of articles expected to double in the next few years and a high viewership of current content, this global media organization needed help. And that’s when it turned to RightAnswers.
It’s through implementing RightAnswers that this global media organization was able to:
- Enhance its search process
- Increase its search accuracy 10x
- Improve its NPS score from –20 to +39
