Vendor Series

Gathering customer insights from all of your service touchpoints is critical to improving your service experience, shifting those issues to lower cost and lower customer effort channels, and ultimately improving…

A big thank you to Patty Leino from Tyler Technologies for the very informative presentation and also thanks to Coveo, our KCS v6 Aligned Tool Vendor for helping to organize…

Findability and discoverability are unique challenges that can be addressed with an effective knowledge management strategy. In this webinar, Joe Jorczak, Head of Industry & GM, Customer Service & Support…

Michelle Stumpf, KCS Practice Director and Certified Trainer, leads a panel of seasoned KCS practitioners: Jacob Watts from PAR Technologies, Liz Bunger from Paychex, and Cheryl Wickwire from Arrow Electronics.…

Michelle Stumpf, KCS Practice Director and KCS Certified Trainer, shares her wisdom and experiences with helping organizations successfully implement KCS. While helping many organizations implement or reinvigorate KCS, Michelle often…

Tammy Willey, Knowledge Management Strategy Lead at Jacobs Engineering Group, shares their journey with KCS beyond service and support. Recording

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,…

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…

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. Recording

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…