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Ever-growing service demands from Millennials and Gen-Z are causing chaos for support services teams who can't scale fast enough to meet their expectations. Knowledge management has been touted as one of the potential solutions. But despite its fast growth and innovation, the challenges of navigating and instrumenting KM during a time of significant team convergence, fast changes to the technology landscape, and underfunded organizations, is leaving both customers and employees with less than ideal experiences.
Learn how Lithium and Spredfast are delivering on the promise of KM by using leading practices sourced from their merged support services, product, and education teams to deliver a unified (and measurable) information experience which:
Increases case deflection.Drives staff efficiency and engagement.Improves internal knowledge sharing.Positively impacts the customer’s product adoption.Makes significant improvements to CSAT and NPS scores.Provides sales and marketing teams with a unique proposition.Not everything works the first time, and we’ll also showcase some of our failures in delivering on the vision.
VP, Support Services, Lithium
Publish Date: May 8, 2019
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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