Webinar: Knowledge Management: The Secret To Elevating Remote Work & Self Service
Agents are increasingly working outside the traditional contact center and business premises and customers are increasingly looking for self-service options.
Without deskmates and supervisors to help, frontline agents and employees need seamless access to relevant insights about promotions, troubleshooting, issues, and company processes.
With customers demanding more personalized and frictionless experiences than ever, we cannot let these challenges impact performance. Customers rely entirely on the knowledge available in the self-service platform and the connections between the channels to ensure consistency and accuracy.
What does it take to meet this new KM standard? How can a combination of technology and strategy ensure customers and employees have the knowledge they need when and where they need it? What impact will this have on CX metrics and the overall bottom line? This webinar will share the answers.
Jerry Campbell from 7-Eleven will join to share his experiences over the most dramatic year in CX and the lessons learned.
Presenters:
Jerry Campbell
Head of Customer Experience (CX) and Social Engagement
Laura van Schravendijk
Senior Customer Success Manager
Freshworks
Doron Gower
Chief Solution Architect
KMS Lighthouse
