ON-DEMAND WEBINAR
KCS Aligned Vendor Series
REDUCING CUSTOMER TIME TO VALUE ACROSS YOUR KCS JOURNEY
speaker
Arnfinn Austefjord
Global Head,
KCS Academy
Host
Know Morespeaker
Brian Corcoran
Regional Sales Manager,
SearchUnify
Speaker
For KCS practitioners, the challenge of reducing customer time to value across self-service and agent experiences is one that we are all passionately focused on solving. By connecting customers with content to solve known issues (and support agents to investigate unknown issues), fellow organizations are creating differentiated experiences that are making their customers (and yours) smile.
In this webinar, Arnfinn Austefjord, KCS Academy’s Global Head and Brian Corcoran, Certified KCS Practitioner at SearchUnify, discuss best practices to implement as well as sustain KCS to drive faster time-to-value.
Key Discussion Points:
Capturing the voice of the support customer at scale to create baseline metrics for self-service success
Reducing agent onboarding timelines and case escalations to engineering
Improving knowledge linkage and creation through existing workflows
Identifying and remediating content gap issues as part of their Solve-Evolve Loop
Identifying agent expertise and gamifying knowledge creation to facilitate & promote intelligent swarming
