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Conference Presentation

Transforming Support with KCS: Success Factors, Lessons Learned, and Business Results

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After implementing a significant merger, Extreme Networks had support teams with different processes, different knowledge bases, and most of all, different cultures. Extreme needed to revamp its knowledge base and its self-service website, but most of all, it needed to come together as a single company. KCS became the catalyst to accomplish this. Extreme and DB Kay will share lessons learned along their KCS journey, such as how they used coaching to overcome resistance and develop skills, how the new Resolution Quality Index opened participants’ eyes to the benefits of KCS, how tying KCS to customer communities increased the effectiveness of both, and why it was so important to share content with customers on Google, despite initial concerns. You’ll hear about the measurable results in web self-service adoption, increased satisfaction and loyalty, and more consultative support experiences. And, you’ll learn what has yet to be accomplished and what’s next for Extreme’s KCS program.

Presented By:

David Kay

Principal, DB Kay & Associates

Ryan Mathews

Senior Manager, Technical Support, Extreme Networks

Publish Date: May 4, 2016

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