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
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.
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™.
(Tuesday) 1:45 PM
Tom Brennan, Global Director, Customer Service Transformation, ServiceNow
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