Pratik Salia

Pratik is a customer experience professional who has worked with startups & conglomerates across various industries & markets for 10 years. He shares latest trends in the areas of CX and Digital Transformation for Customer Service & Contact Center.

LATEST BLOG

Contact Center Automation: What to Automate First

by: Pratik Salia | September 17, 2026

Automation gets bought as a volume problem and behaves like a content problem. A phased plan for what to automate first, who owns each phase, and how to read the numbers when containment rises and satisfaction falls.

ITIL Knowledge Management Moved Twice. The Hard Part Never Did.

Posted on: September 14, 2026

The Angry Customer Problem Starts Before the Call Connects

Posted on: September 8, 2026

KnowledgeOps: Knowledge Management Stopped Being a Content Job. Most Teams Haven’t Noticed

Posted on: August 24, 2026

Knowledge Management Finally Became a Category. Reading the First CS-KMS Magic Quadrant

Posted on: August 20, 2026

Building an AI Ready Knowledge Foundation: A 5-Step Framework

Posted on: August 14, 2026

What Contact Center Knowledge Gaps Actually Cost: $245K to $787K per 50 Agents

Posted on: August 13, 2026

The AI Agent Paradox: Why Faster Responses Don’t Equal Better Customer Service

Posted on: August 11, 2026

The EU AI Act Deadline Your Contact Center Just Passed And The One That Didn’t Move

Posted on: August 7, 2026

Knowmax vs Guru: Which Knowledge Platform Fits Your Contact Center?

Posted on: August 4, 2026

Knowmax vs Confluence: Which Fits Contact Center Knowledge Management?

Posted on:

Voice AI in the Contact Center Hits Scale in 2026 — and Knowledge Decides Whether It Works

Posted on: July 30, 2026

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