Knowledge-Infused Processes - The Solution to Self-Service Woes
Event Details
Recorded: March 25, 2011
What: A one-hour complimentary webinar, "Knowledge-Infused Processes - The Solution to Self-Service Woes"
Presenters: Esteban Kolsky, Principal & Founder, ThinkJar
Watch the Recording: Complete the form and get instant access to this webinar
Ever since the dawn of the commercial Web, organizations have been looking for better ways to leverage the self-service nature of it for customer service. Although the benefits of self-service are many (including: low cost, easy to maintain, reduced human interaction), many fail to acknowledge the core principle for success: self-service is not a replacement to person-to-person interaction, it is a preamble to it.
It is impossible to avoid contact with the customer when they are in need – why would anyone want to? Since delivering and surpassing their expectations at these times is what builds and increases loyalty, a properly designed and deployed self-service solution is critical. A key component to self-service success is the concept of infusing knowledge into the processes. With knowledge available and the infrastructure to support that availability, it also goes a long way towards fulfilling customers' expectations and delivering effective service.
Join this live webinar to seek answers to the following questions:
- What is a knowledge-infused process?
- How does the concept apply to customer service?
- How does it fulfill the destiny and promise of self-service?
- How can a customer service organization implement knowledge-infused processes?
- Can an organization avoid deploying another silo solution?
- What are the benefits of using knowledge-infused process?
- What does the service continuum look like with knowledge-infused processes?
- Can knowledge-infused processes drive better customer experiences?
About ThinkJar
ThinkJar is an advisory and think-tank focused on Customer Strategies. We conduct the research and analysis of the information necessary for our clients to succeed in their planning and implementations of CRM, CEM, CX initiatives. We place special emphasis in helping our customers become social business.
Founded by a former Gartner analyst, and with partnerships and alliances among the most regarded thought-leaders in the industry, ThinkJar provides the necessary information to adapt to the Social Customer and evolve though the Social Evolution.
Presenter
Esteban Kolsky
Principal & Founder, ThinkJar
Esteban has over 22 years of experience in customer service and CRM consulting, research, and advisory services. Most recently he spent eight years at Gartner, focused on Customer Service and CRM research. While there he coined the terms for EFM (enterprise feedback management) and CIH (customer interaction hub). In addition, he researched and wrote on the social networking topics that led to today’s revolution and assisted Fortune 500 and Global 2,000 organizations in all aspects of their CRM deployments. Estiban is currently advising vendors and organization how to extend customer interactions from the CRM niche to the entire organization in their efforts to become Social Businesses.
Complete the form and get instant access to this webinar.
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