Connected Knowledge from Upland Software

Upland Software

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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Connected Knowledge from Upland Software

Episodes (27)

May 15, 2025 When the Answer Finds You: Scaling Support with Karen Holliday
May 1, 2025 The Culture of Knowing: Why Knowledge Management Isn’t Always About Answers with Lana Kosnik
Apr 17, 2025 The Knowledge Imperative: How AI is Reshaping the Way We Work with Stephen Harley and Adam Obrentz

Connected Knowledge from Upland Software

May 15, 2025
24¼ minutes
23 MB

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...

Connected Knowledge from Upland Software

When the Answer Finds You: Scaling Support with Karen Holliday

Upland Software

00:00 -24:12