Marlon Rabenitas

Marlon Rabenitas

Knowledge and Communications Manager Cebu Pacific Air

Agenda Day 1

12:40 PM Case Study | Empowering Agents with Knowledge: Integrating Knowledge Management Tools to Drive Better Service Outcomes at Cebu Pacific

Exploring how Cebu Pacific is improving agent experience and customer outcomes by embedding knowledge management into the day-to-day rhythm of its frontline operations.

• Designing a knowledge management strategy that supports agents across different support scenarios and customer needs
• Embedding knowledge access into existing workflows to reduce friction and boost confidence
• Measuring the impact of knowledge management on resolution speed, accuracy, agent satisfaction and onboarding
• Lessons learned from rollout, adoption and iteration in a dynamic, high-pressure contact environment

Check out the incredible speaker line-up to see who will be joining Marlon.

Download The Latest Agenda

In Partnership With:

CCW Digital

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