Featuring JupiterResearch analyst Zachary McGeary, this webinar offers an engaging look at the strategies organizations can employ to undertake a knowledge management initiative that significantly enhances customer service.
Companies are not leveraging enterprise knowledge to improve service resolution processes and create a consistent experience for customers. Multiple departments within an organization can and should be involved in the creation of knowledge content for customer support, but that knowledge should be centralized in one knowledge base. Organizations without unified knowledge management increase the risk of duplicate or inconsistent knowledge content across various service channels and touch points, raising the overall cost of knowledge creation and management.
Join analyst Zachary McGeary from JupiterResearch and Jason Hekl from InQuira as they discuss new JupiterResearch findings, and present a roadmap for how organizations can deliver a rich, knowledge-based support experience for customers and agents.
Click the title below to view the webinar:
Roadmap to Knowledge Management Success:
Practical Pointers to Delivering a Knowledge-based Customer Service Experience |
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View this on-demand webinar to learn...
- How to unify knowledge management operations across the organization.
- How to capture new knowledge from within the service resolution process.
- How to apply knowledge to deliver an optimized customer and agent experience.
- How to identify knowledge gaps, measure impact, and calculate the ROI of a knowledge base initiative.
Presenters:
- Zachary McGeary, Associate Analyst, JupiterResearch
- Jason Hekl, Senior Director of Marketing, InQuira
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