Xerox Case Study: Six Best Practices for Agent Knowledge Management
Event Details
Recorded: June 22, 2011
What: a one-hour complimentary webinar, "Xerox Case Study: Six Best Practices for Agent Knowledge Management"
Speakers: Mary Fenlon, Director of Knowledge Management at Xerox and John Chmaj, Chief Knowledge Management Strategist at KANA
Watch the Recording: Complete the form and get instant access to this webinar
Is your knowledge management system delivering desirable results? Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs.
Join experts, Mary Fenlon, Director of Knowledge Management at Xerox and John Chmaj, Chief Knowledge Management Strategist at KANA for a live one-hour webinar to learn:
- Six proven practices to quickly and effectively build a high-leverage knowledge management program
- Ways Xerox has followed each practice to generate value for agents, customers and Xerox at large
- Hands-on experience and best practices from long-time KANA customer, Xerox
Speakers
Mary Fenlon
Director of Knowledge Management at Xerox
With two decades of call center experience, Mary Fenlon has a keen understanding of the operational and management challenges that agents and leaders face. In her 26 years at Xerox Corp., Mary has held a variety of assignments within the Xerox Services, the bulk of them in support of the call center operations. Most recently, Mary oversees the deployment of the knowledge strategy and programs within Xerox Services and Support.
Complete the form and get instant access to this webinar.
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