Empowering Knowledge Workers with KCS Innovation and SearchUnify A Syntellis Case Study

How does an organization achieve a 23% increase in client search adoption, a 263% increase in search conversions, and an 18% reduction in case volume for 2 product lines? By leaning into Knowledge Centered Service (KCS), cognitive technology and good old-fashioned communication, of course!

Talking points include:

Getting the right people involved and aligned to your KCS vision

Adopting a change management strategy for your support organization

Leveraging a knowledge-centered issue-resolution methodology, such as Knowledge-Centered Service (KCS)

Selecting tools that support knowledge workers’ process and facilitate self-service success.

Measuring progress, recognizing excellence, and planning improvements.

Watch Syntellis’s Kristin Hunter and SearchUnify’s Lynette Ledoux to learn how to build a Knowledge-First Support Culture, inside and out, and get results.