 
View this on-demand webinar and learn how Nationwide Financial was able to implement a successful knowledge management initiative that delivered immense business value.
Frost & Sullivan and their panel of industry experts examine innovations in managing knowledge in the call center, highlighting one organization's successful transition to a customer-oriented knowledge management culture. With more than 195,000 inbound calls per month, Nationwide Financial's objective is to provide advisors and consumers with the most accurate information available to address every customer need. Like Nationwide, many enterprise call center environments are challenged with the tasks of equipping their agents with the tools and timely information required to meet the same objectives.
Our experts will review how technology has to be a key enabler in a successful customer service solution. To achieve true knowledge management success, though, nothing less than broad organizational change is required to internalize new processes and ensure agent adoption.
Click the title below to view the webinar:
Embracing Knowledge in the Call Center:
How Nationwide Financial Created a Culture for KM Success with Effective Communications and Collaboration
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Featured customer:
Attend this webinar to learn how...
- Nationwide is fostering a customer-oriented knowledge management culture, with applied collaboration, effective communications, and strong project management.
- People, processes, and technologies can be applied to improve the entire customer service function in your organization.
Presenters:
- Ian Jacobs,
Strategic Analyst, Contact Center/CRM Growth Opportunities Service, Frost & Sullivan
- Diane Martin, Director - Technology Services, Nationwide Financial - Internal Sales & Service Center, Nationwide
- Tim Shetler, Vice President of Marketing, InQuira
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