april, 2021

12apr1:45 PMRoundtable Zone 4: Transforming Service: Building Powerful Knowledge Bases and Communities1:45 PM Fab Facilitator: Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

Event Details

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™.

Time

(Monday) 1:45 PM

Fab Facilitator

Tom Brennan, Global Director, Customer Service Transformation, ServiceNow

Speaker Link

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