Learn more about KCS Aligned and KCS Verified tools in this series of webinars. Vendors present on KCS best practices, case studies and benefits realized, best practices for deploying KCS with specific tools, and new KCS-related functionality.
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KCS Aligned Series: SearchUnify and Geotab
Leveraging the voice of your customer at each touchpoint is critical to helping scale the delivery of successful Self-Service and Assisted Support outcomes. But what about helping create better product experiences?
There is immense value when Product Teams have a more complete view of the customer journey when seeking help, but aligning these insights along with the expectations & priorities of multiple internal and external stakeholders makes it challenging to successfully execute.
Join us for an interactive session where Brian Corcoran, Regional Sales Manager, SearchUnify, and Daniel Miller will talk about Geotab’s journey with KCS enablement and the best practices he has learned along the way.
Daniel Miller (KCS Program Analyst), has 20+ years of experience in Technical training, Knowledge Management & Customer Support. Daniel joined Geotab in 2019 and since then Geotab developed and continues to evolve an extremely successful KDE program. By leveraging the right mix of people, process, and technology, Geotab has successfully developed an optimal approach to scaling Evolve Loop success, delivering value to Geotab’s customers through effective self-service, and enabling product improvements based on customer interactions.
Thank you to our sponsor, SearchUnify -
AlignedVendor Series with Coveo and Tyler Technologies
Welcome to our KCS Aligned and Verified Vendor series. In this series you get to hear KCS best practices from experts from our Aligned and Verified vendors and often their community. For those not familiar with our KCS Aligned and Verified program, it is an elite group of tools that support the KCS practices. In the case of our Verified vendors they have demonstrated that they support all 8 KCS practices. Our Aligned vendors are more specialized and have proven that they support elements of the KCS methodology.
This webinar is sponsored by Coveo, one of our KCS Aligned Vendors.
I am pleased to introduce Patty Leino and Colin Strachan. Patty is the Director of Support Services at Tyler Technologies and Colin is the Sr. Product Marketing Manager at Coveo. As we all know KCS is a journey not a destination, and it’s one that Patty has led since before launching the KCS v6 program at Tyler Technologies in 2019. In this webinar, Patty, joined by Colin, will share the best practices she’s learned along the way to keep the program successful and expand knowledge across the organization. -
KCS v6 Aligned Vendor Series with Yext
This webinar is sponsored by Yext, our newest KCS Aligned Vendor.
I am pleased to introduce Joe Jorzack, Joe is the Head of Industry and the Geneeral Manager of the Customer Service and Support Solutions at Yext. Joe will share how an effective knowledge strategy can address the unique challenges associated with Findability and discoverability.
Resources:
Solution overview: https://www.yext.com/solutions/support
Knowledge Graph whitepaper: https://www.yext.com/content/knowledge-graph-for-support
Demo form: https://www.yext.com/demo/support
LMS (Hitchhikers): https://hitchhikers.yext.com/ -
KCS Practitioner Panel | KCS v6 Verified Vendor Series with Upland RightAnswers
KCS v6 Verified Vendor Series with Upland RightAnswers | Michelle Stumpf, KCS Practice Director and Certified Trainer, leads a panel of seasoned KCS practitioners, including Jacob Watts from PAR Technologies, Liz Bunger from Paychex, and Cheryl Wickwire from Arrow Electronics. Their discussion includes:
- Toughest challenges in implementing KCS
- Surprises (positive or negative) encountered along the way
- Expert advice that you wish you could force a company to follow
- KCS principles or practices that you did NOT adhere to but wished you had
- Most effective technique in getting KCS buy in
- Long term sustainability advice
- Most important metrics including those which prove value/ROI to senior execs
- How to maintain enthusiasm of your KCS rollout -
Pitfalls & Best Practices for KCS Implementation | KCS v6 Verified Vendor Series with RightAnswers
KCS v6 Verified Vendor Series with Upland RightAnswers | While helping many organizations implement or reinvigorate KCS, Michelle often sees where organizations have the most success and make some unfortunate mistakes.
Michelle Stumpf, KCS Practice Director at Upland RightAnswers and KCS Certified Trainer, shares her wisdom and experiences with helping organizations successfully implement KCS. Join us for a candid review of what she’s learned along the way.
KCS is a registered service mark of the Consortium for Service Innovation.
Thank you to our sponsor, Upland RightAnswers
Future KCS Academy Events can be be found here: https://www.thekcsacademy.net/events/category/kcs-academy-events/ -
Jacobs Engineering Group - KCS Beyond Service and Support | KCS v6 Aligned Vendor Series with Coveo
KCS v6 Aligned Vendor Series with Coveo | Learn how Jacobs Engineering Group implemented KCS to enable Sales and other groups to improve knowledge-sharing in the organization, with the help of Coveo.
Future KCS Academy events: https://www.thekcsacademy.net/events/category/kcs-academy-events/
More information about KCS v6 Aligned and Verified tools: https://www.thekcsacademy.net/tools/ -
Reduce Time To Value Across Your KCS Journey | KCS v6 Aligned Vendor Series with SearchUnify
KCS v6 Aligned Vendor Series with SearchUnify | By connecting customers with content to solve known issues and support agents to investigate unknown issues, organizations can create experiences that make their customers (and yours) smile.
For KCS practitioners, the challenge of reducing customer time to value across self-service and agent experiences is one that we are all passionately focused on solving.
In this video, Brian Corcoran unpacks how SearchUnify's customers are:
● Capturing the voice of the support customer at scale to create baseline metrics for Self-Service Success
● Reducing agent onboarding timelines and case escalations to engineering
● Improving knowledge linkage and creation through existing workflows
● Identifying and remediating content gap issues as part of their Solve-Evolve Loop
● Identifying agent expertise and gamifying knowledge creation to facilitate & promote intelligent swarming
In addition to walking through how fellow practitioners are leveraging SearchUnify to improve their knowledge creation & findability and save more than $200,000 per month in support costs, there is a Q+A session.
KCS is a registered service mark of the Consortium for Service Innovation. -
KM Strategy to Improve Customer Experience | KCS v6 Verified Vendor Series with ComAround
KCS v6 Verified Vendor Series with ComAround | By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved.
In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future.
• Contact Center NPS: 206% increase
• Self-service article usage: 10,488% increase
• Time to publish (self service articles): from 40 days to 90 minutes
Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.
A panel of experts will be available during the presentation in the chat as well as time at the end for further questions and discussions:
• Lena Stormvinge, Head of Digital Services at Electrolux
• Helene Källgården, KCS Trainer and Consultant at ComAround
• Per Strand, Business Development at ComAround
• Carmen Wrona, KCS Program Manager, Electrolux
KCS is a registered service mark of the Consortium for Service Innovation. -
Elevate your KCS Processes with Technology | KCS v6 Verified Vendor Series with Upland RightAnswers
KCS v6 Verified Vendor Series with Upland RightAnswers | Michelle Stumpf is the KCS Practice Director at RightAnswers. She is a KCS v6 Certified Trainer and has spoken at many KCS Academy events and hosted KCS Roundtables on launching and optimizing your KCS program. In this KCS Verified Vendor Series call, Michelle discusses how you can enable your organization to successfully support KCS with technology geared around the KCS practices and workflows. For more information about RightAnswers and other KCS v6 Verified and Aligned tools, please visit the KCS Academy site at https://www.thekcsacademy.net/tools/ -
Optimize for Service Success | KCS v6 Aligned Vendor Series with Coveo
KCS v6 Aligned Vendor Series with Coveo | Today’s support leaders know that going digital isn’t enough – that strong content practices and robust measurement are the only way to deliver the service experiences your customers expect across every channel.
Coveo’s Bonnie Chase discusses how to improve the capacity and efficiency of your knowledge-centered organization.
Experiences need to be optimized to meet the demands of each user, at every interaction. But as support channels expand and customer preferences grow, understanding customer behavior, delivering the right content in the right place, and measuring success can become increasingly difficult and put ROI of your KCS program in jeopardy.
In this session, Bonnie Chase discusses how you can improve the capacity and efficiency of your knowledge-centered organization through data and AI to help you continuously optimize and tailor customer experiences to:
-Understand user behavior across your service channels and how to optimize your KCS practice
-Identify opportunities to tailor experiences to increase engagement and excitement across audiences
-Make targeted, iterative improvements that make an impact
Watch to this session to learn how Coveo helps KCS practitioners use data and AI to inform their customer experiences and continuously improve service outcomes.