Connected Knowledge from 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.

Connected Knowledge from Upland Software is a technology podcast hosted by Upland Software, with 27 episodes on record and a Required Pod Score of 80. PitchCentric scores this show on Booking Probability, Listen Score, and live audience signals refreshed every 24 hours.

Upland Software hosts Connected Knowledge from Upland Software, a technology show with 27 episodes published.

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  Episode #27

  When the Answer Finds You: Scaling Support with Karen Holliday

  May 15, 202524 minS0

  <p>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.</p><p>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...

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  Episode #26

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

  May 1, 202542 minS0

  <p>Let’s start with a simple question: What happens to knowledge after it solves a problem?</p><p>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?</p><p>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 radica...

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  Episode #25

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

  Apr 17, 202552 minS0

  <p>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.</p><p>This isn’t a distant dream. It’s happening now.</p><p>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 informa...

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  Episode #24

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

  Nov 13, 202435 minS0

  <p>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.</p><p>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...

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  Episode #23

  Unlocking the Value of the Voice Channel

  Oct 30, 202433 minS0

  <p>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.</p><p>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.</p><p>The...

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