Connected Knowledge from Upland Software

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May 2025

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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.

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27 recent

May 15, 2025Episode 2724 min

When the Answer Finds You: Scaling Support with Karen Holliday

Imagine a support agent lost in a maze—too many tools, not enough answers, and frustration simmering on both ends of the line. Now flip the script: the answer appears before the question is even finished. Not magic. Not luck. But the result of a system designed for knowledge to flow, not stagnate.This week, Pete Wright welcomes Karen Holliday, VP of Solutions Consulting at Upland Software. Karen doesn’t see scaling support as adding more people, but as removing obstacles—engineering a world where information finds you, not the other way around. Her metaphor is perfect: AI isn’t a replacement, it’s a forklift—amplifying what humans do best, and letting them build more, faster, smarter.Together, Pete and Karen dissect where support systems really break (hint: it’s always the knowledge), and why integrating knowledge creation into daily workflows—think Knowledge-Centered Service—does more than just reduce friction. It changes the culture. The conversation leaps from abstract theory to lived experience, including a story of a major financial institution that slashed support times just by connecting their knowledge dots.If you think scaling support is about quantity, think again. This is a conversation about what happens when knowledge flows effortlessly—swift, seamless, and, ultimately, more human.Links:Upland SoftwarePanviva Knowledge PlatformRightAnswers Knowledge PlatformSubmit your Questions! (00:00) - Welcome to Connected Knowledge (00:51) - Introducing Karen Holliday (04:04) - AI • Reshaping Knowledge Management (12:02) - KCS (18:34) - The Upland Approach (20:56) - The Client Story

May 1, 2025Episode 2642 min

The Culture of Knowing: Why Knowledge Management Isn’t Always About Answers with Lana Kosnik

Let’s start with a simple question: What happens to knowledge after it solves a problem?In most organizations, the answer is… nothing. It dissolves into a Slack thread, hides in an inbox, or retreats into the quiet privacy of someone’s memory. But what if knowledge could do more than disappear? What if it could evolve?This week on Connected Knowledge, Pete Wright sits down with Lana Kosnik, a certified KCS V6 trainer and consultant, to explore the intricate dance between knowledge and culture. Through the lens of Knowledge-Centered Service (KCS), they examine a radical idea: that documentation is not just an archive but a living system. And like any living system, it needs maintenance, coaching, feedback—and, above all, belief.What unfolds is a conversation about loops—not linear progressions but circular processes of solving and evolving. About coaching not as performance management but as a kind of apprenticeship. About AI not as a threat but as a student learning from the stories we already tell.There are numbers here, too: faster resolutions, greater self-service, rising satisfaction. But beneath the metrics is something deeper: a shift in how we define expertise, authority, and the very act of knowing.Links & Resources:Learn more about RightAnswersBook a demo to see RightAnswers in action!Connect with Lana Kosnik on LinkedInSubmit your Questions! (00:00) - Welcome to Connected Knowledge (00:53) - Introducing Lana Kosnik (01:53) - A KCS Recap (04:36) - The Double Loop Process (08:58) - The Culture Shift of KCS (15:04) - Coaching (20:02) - Coaching through the Bumps (25:36) - The Role of AI in KCS (30:19) - RightAnswers

April 17, 2025Episode 2552 min

The Knowledge Imperative: How AI is Reshaping the Way We Work with Stephen Harley and Adam Obrentz

Imagine a world where knowledge isn’t just stored—it’s alive. It moves. It adapts. It finds you at precisely the moment you need it, seamlessly integrated into the tools you already use, whispering the right answer before you even realize you’re searching for it.This isn’t a distant dream. It’s happening now.In this episode of Connected Knowledge, Pete Wright sits down with Stephen Harley, a product leader who has spent over 15 years shaping the way organizations harness knowledge, and Adam Obrentz, a technical writer turned knowledge consultant who believes that information should be as intuitive as breathing. Together, they represent Upland RightAnswers, and join us today to unravel the seismic shifts happening in the world of knowledge management.The AI revolution isn’t just about automation—it’s about augmentation. It’s about turning knowledge workers into knowledge architects. It’s about moving from a world of static content to dynamic, AI-enhanced ecosystems where information is curated, refined, and—most importantly—used.This is a conversation about how we work, how we think, and how we make sense of a world drowning in information.Links & Resources:Learn more about RightAnswersBook a demo to see RightAnswers in action!Follow Stephen Harley on LinkedInFollow Adam Obrentz on LinkedInSubmit your Questions! (00:00) - Welcome to Connected Knowledge (01:45) - Behind Knowledge Management (07:16) - Are we truly more overwhelmed than ever? (11:18) - Exploring Omnichannel (22:11) - New Skills & Trust (30:11) - RightAnswers (41:19) - In Just Two Years...

November 13, 2024Episode 2434 min

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

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 PanvivaGoogle LMSubmit 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

October 30, 2024Episode 2333 min

Unlocking the Value of the Voice Channel

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 & NotesInGeniusConnect with Andrea on LinkedIn

October 16, 2024Episode 2231 min

The Power of Customer Feedback: Transforming Businesses with Customer Insights

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 & NotesCustomer Engagement & Experience Software | Rant & Rave | UplandHow Listening Can Make or Break Your Experience | UplandTai Calon’s Strategy to Boost Customer Satisfaction Amid Challenges | UplandConnect 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

October 2, 2024Episode 2136 min

How to Find the Right Knowledge Management Solution

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 & NotesPanvivaRightAnswersConnect with Rosemary on LinkedInConnect 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

September 18, 2024Episode 2035 min

The Blueprint for an Effective AI Implementation with Simon Kriss

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 & NotesConnect with Simon on LinkedInSimonKriss.aiAI at Work Is Here. Now Comes the Hard Part • LinkedIn and Microsoft Report on AI Usage in the WorkplaceWatch 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

September 4, 2024Episode 1926 min

Generative AI in the Workplace

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 & NotesUpland SoftwareMicrosoft CopilotPoe by QuoraLama 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

March 13, 2024Episode 1825 min

The Dos and Don'ts of AI Knowledge Assistants

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 & NotesReimagining 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

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