July 27, 2017 10:00 AM PST

KCS Metrics That Matter

Placing KCS best practices at the center of every business interaction can help drive more revenue!
Meet the Speakers
Aaron Fulkerson

Co-Founder

Lynn Hastings
Lynne Hastings

Director, Global Knowledge Management and Digital Customer Support at PGi

Much of the conventional wisdom around support and customer engagement is dead wrong. Especially when it has to do with KCS® and its metrics.

To help you differentiate between myths and facts about KCS,  Aaron Fulkerson, CEO of MindTouch, will interview Lynne Hastings, Director of Global Knowledge Management & Digital Customer Support at PGi, on:

  • What is KCS? And why is it important?
  • Who should care about KCS? And what role should KCS play in an organization?
  • How does a picture-perfect KCS program look like? And why do most organizations struggle to achieve this?
  • Why metrics on KCS matter? And how can you make those actionable?

Don’t miss your opportunity to learn from these experts about KCS. Save your spot for this webinar now!

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

Meet the Speakers
Aaron Fulkerson
Co-Founder

Aaron Fulkerson, a leading innovator in open-source and SaaS software, is Co-Founder of MindTouch. Previously, Aaron worked on the Advanced Systems Research Team at Microsoft and has informed national education policy at the White House. Aaron tackles everything with the same mantra: Be big, be kind, and kick ass.

Lynn Hastings
Lynne Hastings
Director, Global Knowledge Management and Digital Customer Support at PGi

Lynne is an experienced Knowledge Management Leader with a demonstrated history of working in the information technology and services industry. She is highly skilled in the areas of Process Management, IT Service Management, Team Building, Coaching, and Facilitation. Additionally, she is a professionally trained Actress who graduated from the American Musical and Dramatic Academy in NYC and a Board Member for a professional Theatre Company in Colorado Springs.

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