This call is open to Consortium members only. Join Melissa Burch and Madison Davis from Zendesk as they talk through their thoughts and approach on using chat in a KCS environment.  What has to be different about capturing, structuring, reusing, and improving knowledge used in chat sessions? As always, there will be time for questions … Continue reading KCS and Chat Strategy

Unlocking self-service engagement in a KCS environment. Adam Mullen from athenahealth reviews their approach to unlocking self-service engagement including:Analyzing user experience and behavior scienceReviewing performance metricsLeveraging change managementAs always, there will be time for questions and discussion.KCS is a registered service mark of the Consortium for Service Innovation. By registering for this event, I am … Continue reading KCS in Action at athenahealth