Your customers expect a personalized, effortless service experience. You want greater contact center efficiency. Shifting interactions from phone to self-service can achieve both goals—and we know this is easier said than done. Join this roundtable to discuss customer-centric strategies for providing the assistance customers need, when they need it, while also improving agent productivity.

Key Take-Aways:

• Strategies to increase customer self-service rates
• Best practices for creating and updating knowledge
• Insights on adopting Knowledge-Centered Service (KCS®)
• Perspectives on machine learning, mobile, digital workflows, and other technologies
• Lessons learned when integrating knowledge and communities with case management

KCS® is a service mark of the Consortium for Service Innovation™.