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