Let’s take a moment to recognize how hard customer service teams work to keep your customers happy. That’s a big mandate even during the best of times. Today, it feels like businesses are dealing with higher ticket volumes and more customer issues than ever before. Add uncertainties to the mix—like supply chain issues, staffing shortages, and hiring freezes—and agents have […]

Unity is a development platform that empowers creators worldwide to build real-time 3D projects across the games, animation, automotive, and architecture industries. After a period of explosive growth from 2019 to 2020, Unity decided to address an increase in ticket volume by maximizing its CX system rather than adding new hires. Using Zendesk tools, Unity was able to reduce operational […]

Conversational artificial intelligence (AI) is a set of technologies that can recognize and respond to speech and tezt inputs. In customer service,the term describes using AI-based tools—like chatbot software or voice-based assistants to interact with customers. Messaging continues to grow as a preferred communication channel for customers, with social messaging apps like Facebook Messenger and Whatsapp Business accounts ezperiencing huge […]

Business-related AI holds lots of promise, and is changing how we work, travel, and communicate. While it’s all still quite new and proven only for some specific use cases, there are quite a few ways that artificial intelligence can be utilized for customer service. It’s especially notable for self-service, the means of how customers solve issues on their own. Artificial […]

The cybersecurity challenge for K-12 providers continues to grow, with 44% experiencing an increase in attack complexity over 2021, while 47% saw an increase in attack volume. Read this report to discover:• The cybersecurity challenges facing K-12 education today• How Sophos MDR protects hundreds of K-12 establishments from cyberthreats that technology alone cannot prevent• What education providers say about Sophos […]

The cybersecurity challenge for higher education providers continues to grow, with 50% experiencing an increase in attack complexity over 2021, while 53% saw an increase in attack volume. Read this report to discover:• The cybersecurity challenges facing the higher education sector today• How Sophos MDR protects hundreds of higher education providers from cyberthreats that technology alone cannot prevent• What education […]

The education sector remains a prime target for cybercriminals because of its sheer size and the large attack surface that offers the potential for significant financial gains. The number of devices and diversity of operating systems in the network, the increased use of e-learning tools leading to new vulnerabilities, and the varying degrees of technical knowledge in students, teachers, and […]

Based on a survey of 3,000 cybersecurity/IT professionals across 14 countries, this report reveals the reality of securing an organization from cyberthreats in 2023, and the business impact of adversaries. It includes:• Frequency and type of cyberattacks experienced over the last year• Top perceived security risks for 2023• The reality of alert investigation, including the average time to detect, investigate, […]