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