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The TSIA 2016 Social Support Survey, along with other industry analysis, has shown that customers prefer to consume content using more proactive, social, and self-service methods. It is important for companies to help their customers maximize the value of their investments, while delivering cost-effective information in the customer preferred channel. Historically, knowledge creation was seen as an afterthought for enterprise technology vendors. Dell EMC realizes that knowledge must be shared with customers and their peers to achieve the greatest value.
This session will showcase how Dell EMC is changing the way they engage with their customers, generating more proactive knowledge, leveraging social platforms, and truly embracing the role of the "knowledge worker." Partnering with the Knowledge Management Vision and Strategy team, the Advanced Software Division (ASD) Customer Service team is leading the way in deploying best practices that are helping customers and partners maximize the value of their Dell EMC solutions faster, and in a more proactive, unassisted, and social way. This session will walk through Dell EMC's knowledge management approach that has transformed the team, driven improvements in critical key performance indicators (KPIs), and established a flexible model to address the ever-changing demands of their customers.
Director, Business Operations GS/KM, Dell EMC
Senior Director, Global Support Center, Dell EMC
Publish Date: October 18, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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