Conference Presentation

Knowledge at the Point of Service

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How many times have you been asked to repeat information during a customer support experience in your daily life? Now, you might not mind it that much if you are calling about a $100 consumer product. But how would you feel if you were calling about a $500 million information technology investment and the person on the phone did not know you or your environment?

This presentation will share where we our in our journey to deliver a Signature Customer Experience that ensures we bring our collective knowledge of the customer and our solutions to every customer interaction. We will provide the audience with a framework for creating, piloting, and launching a knowledge initiative in their organization. Attendees will leave with a framework for developing a knowledge initiative, understand the risks and rewards that are inherent in the creation and implementation process, and learn KPIs to track success through pilot and full initiative launch.

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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