August 21, 2018 10:00 AM PST

Build a Support Community with Intelligent Swarming

Assign customer problems to the right support agent, provide faster ticket resolution, and set the foundation for a successful support community.
Meet the Speakers
Bonnie_Chase-headshot
Bonnie Chase

Product Owner

Bill Ackerman of Red Hat
Bill Ackerman

Manager of the Support Enablement

The practice of intelligent swarming isn’t about adopting a specific tool—it’s about changing the mindset of what it means to contribute to the support experience for your customers.

Take a moment to analyze how knowledge is being leveraged within your company. As a support agent, would I be paired with the right problem based on my skill set? As a customer, would my experience feel effortless and swift?

Intelligent swarming is an opportunity to fully utilize the skill sets of each support agent—to create a seamless experience for both internal and external customers. Build a community. Build a sense of collaboration. And, build a foundation of success for your support agents and customers alike.

What You’ll Learn:

  • What is intelligent swarming?
  • How KCS® and intelligent swarming complement each other
  • Tips for shifting to a collaborative mindset
  • Why customer focus is more beneficial than individual performance
  • Metrics that measure the success of intelligent swarming

Your customer expects a quick solution to their issue. Don’t they deserve to talk to an agent most capable of resolving their issue the first time around?

Register now!

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.

Bill Ackerman of Red Hat
Bill Ackerman
Manager of the Support Enablement

Bill Ackerman is a Manager of Support Enablement Team at Red Hat. Bill and his team designs and implements initiatives to support the development and performance of Red Hat Support. Red Hat is the world’s leading developer and supplier of open source software for enterprise IT and more than 90% of the Fortune 500 use Red Hat including FICO Score, TransUnion, UPS, and Barclays.

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