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On Demand Webinar

From Chaos to Clarity: How Support Can Build a Knowledge-Sharing Culture

Organizations possess more information than ever before. This internal data can offer insights into customers and their product usage, pain points, and goals. But if not managed properly, the sheer volume can cause longer wait times, lower first-contact resolution, and a higher incidence of inaccurate issue resolutions.

TSIA research shows increased investment in knowledge management (KM) tools among support services members. However, technology isn’t enough; successful KM also requires building a culture of knowledge sharing among your support team.

In this 45-minute on-demand webinar sponsored by Squelch, John Ragsdale, TSIA’s distinguished vice president of Technology Research, will sit down with Dave Hare, who has over 30 years of hands-on experience building, designing, and managing world-class support and success teams at organizations that include Symantec and Oracle.

Attend this session, and you will walk away with:

  • A clear understanding of what a knowledge-sharing culture is and why it matters.
  • Actionable advice for implementing cultural change within your support team.
  • Practical strategies for ensuring that your support tools and culture work together to benefit customers, employees, and the bottom line.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Dave Hare

Principal Consultant, ServiceXRG and Advisory Partner at ServTrans LLC

Publish Date: August 27, 2019