Sponsored by
Produced: October 13, 2011
Presenters:
John Ragsdale, Vice President, Technology Research, TSIA
Tim Hines, Vice President, Product Management, Consona
Event Summary:
It’s the suggestion that anyone proposing a knowledge management initiative fears most. After presenting requirements for a KM tool, almost inevitably someone at the table looks thoughtful and says, “I think you should use our content management system.”
How can we make the case for our much-needed KM tool to a skeptical IT audience focused on consolidation? Join us as we help TSIA members build a case for better service and support. We’ll explore:
- The differences between knowledge management and content management
- Why searching for answers is different than searching for documents
- How keyword search increases frustration, and escalations
- Why structure matters
Your content management system has its place... but it can kill customer satisfaction when it’s used as a replacement for knowledge in the contact center.
Join us for an informative conversation with TSIA’s John Ragsdale, and Consona’s Tim Hines. We’ll capture best practices for harnessing the power or knowledge to provide the ultimate customer service and support experience.
Questions?
We are here to help. Contact Stacy Randolph at stacy.randolph@tsia.com.