June 19, 2018 10:00 AM PST

Agile Knowledge Management for Support

Utilize game-changing tactics like KCS® and Agile to reduce customer effort, improve agent productivity, and grow self-service resources.
Meet the Speakers
Bonnie_Chase-headshot
Bonnie Chase

Product Owner

David Kay

Principal

Are you skeptical about agents creating content as part of their workflow? Perhaps it’s time to reflect on the amount of effort they’ve wasted searching for answers. Do you agents really know how and where to find answers when they need them? The KCS methodology saves your agents’ time by providing an easier way to create, share, and find content.

If you pair KCS with Agile—an approach that enables organizations to flourish in an ever-changing marketplace—your support experience will flourish, as well.

Make up for lost time by joining MindTouch Product Manager, Bonnie Chase, and Principal of DB Kay & Associates, David Kay, as they converse about the benefits of implementing Agile for Support strategies.

Key Takeaways:

  • How KCS speeds up and improves agent productivity
  • What is Agile and how can it impact KCS
  • Why building an interactive community that has “collective ownership” is vital to KCS success

Your time is important! Make the most of it by registering today for this eye-opening webinar, as your content, customers, support team, and even your current knowledge management strategy will thank you.

KCS® is a service mark of the Consortium for Service Innovation.

Meet the Speakers
Bonnie_Chase-headshot
Bonnie Chase
Product Owner

Bonnie is a Product Owner at MindTouch, creating a product that enables support agents to contribute content to their organization’s body of knowledge. Prior to shifting to product, she spent the last ten years in the technical communication field focusing on content strategy, knowledge creation, and user experience, helping companies like Verizon, Hitachi, and Accenture empower their users through self-service. Bonnie has a M.A. in Technical Writing and is KCS v6 certified.

David Kay
Principal

David Kay is a consultant to customer service and support organizations, and the vendors who serve them. Focusing on knowledge and collaboration as vehicles to deliver radically improved support, cost effectively.

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