Empowering Knowledge Workers with KCS Innovation and SearchUnify: A Syntellis Case Study
Garima Aneja
Lead - Product Marketing
SearchUnify
Kristin Hunter
Senior Manager of Customer Content Strategy and Operations
Syntellis Performance Solutions
Lynette Ledoux
Customer Success & Search Specialist SearchUnify
Support Driven hosted a joint webinar with our partner, SearchUnify! Register using the form above to get a link to the recording.
How does an organization achieve a 23% increase in client search adoption, a 263% increase in search conversions, and an 18% reduction in case volume for 2 product lines? By leaning into Knowledge Centered Service (KCS), cognitive technology and good old-fashioned communication, of course!
Talking points will include:
Getting the right people involved and aligned to your KCS vision
Adopting a change management strategy for your support organization
Leveraging a knowledge-centered issue-resolution methodology, such as Knowledge-Centered Service (KCS)
Selecting tools that support knowledge workers’ process and facilitate self-service success
Measuring progress, recognizing excellence, and planning improvements