This week, we’ve got a recap of the 27th annual KMWorld event from the eponymous veteran knowledge management trade publication. Our own Stin Mattu was there, and now he’s here to tell us all about the event, the trends, and everything we need to know about the Metasearch.

Pete Wright invites Shelly Lindstrom, Principal Customer Success Manager at Upland Software, to share key takeaways from the recent Customer Contact West conference. They explore the latest trends impacting contact centers today.

Samantha Middlebrook is Senior Director of Product Marketing and Management for Contact Center Productivity at Upland and she’s back to talk to you… about your agent productivity.

There are many moving parts in a healthcare facility. This requires healthcare professionals to provide great experience to satisfy any customer service needs. When your customer is the very same person who is in your facility with their health — and lives — in your hands, you face a heightened pressure to make sure customer satisfaction is great. Rosemary Kirk joins Pete Wright to talk about her work in the customer service space, and how great Connected Knowledge practices enhance and accellerate patient and team satisfaction.