september, 2020
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
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
(Tuesday) 1:45 PM