SearchUnify’s Brian Corcoran & KCS Academy’s Arnfinn Austefjord to discuss how to improve knowledge linkage and creation through existing organizational workflows, and remediate content gaps effectively.
Mountain View, CA | December 29, 2020 – SearchUnify, a recognized cognitive search platform, today announced that it’ll present a virtual webinar with KCS Academy on January 26, 2021 at 8:00 am Pacific Standard Time.
This webinar is part of the ongoing KCS Aligned Vendor series by KCS Academy and SearchUnify will present a session on ‘ Reducing Customer Time to Value Across Your KCS Journey.’
In this 75-minute session, Brian Corcoran, resident KCS Certified Practitioner at SearchUnify, and Arnfinn Austefjord, Global Head at KCS Academy, will discuss:
- Capturing the voice of the support customer at scale to create baseline metrics for self-service success
- Reducing agent onboarding timelines and case escalations to engineering
- Improving knowledge linkage and creation through existing workflows
- Identifying and remediating content gap issues as part of their Solve-Evolve loop
To register for the session, click here.
Removing the KCS Kinks in Organizational Workflows in Real-Time
Getting knowledge management right has always been paramount for service leaders, but many organizations grapple with its implementation. While they were aware that connecting customers with self-service content and frontline service reps with the right knowledge on the fly is crucial, 2020 taught them to accelerate their speed.
“Knowledge creation needs to be optimized: it shouldn’t feel like extra work to a support engineer. Additionally, KCS success has to be quantified and agent efforts rewarded to build a culture. Through this webinar, we bring you the answer to how the right technology can make KCS as well in practice as it is on paper,” said Brian Corcoran, Regional Sales Manager and certified KCS evangelist, at SearchUnify.
Join the session to hear how SearchUnify helps KCS practitioners to iron out the wrinkles in their KM programs, improve content findability, and imbibe KCS values into work culture in pragmatic ways. It will also have time for a Q+A session, in addition to addressing attendees’ questions throughout the call.
About KCS Academy
Knowledge-centered service, or KCS, was introduced by Consortium for Service Innovation. The KCS Academy is a wholly-owned subsidiary of the Consortium, and the only authorized certifying body for KCS. It’s a group of professionals or KCS champions, evangelists, and vendors who strive for the successful adoption and implementation of KCS while contributing to the continuous improvement of the methodology.
SearchUnify is a unified cognitive search platform by Grazitti Interactive that revolutionizes information findability, fuels an insight engine, and makes for a robust platform for AI-based apps like customer-facing and agent-assist chatbots, community bots, KCS enabler, and escalation predictor. Its AI powers relevant and personalized search results for customers, partners, and employees across industries.
Ajay Paul Singh
Head of Marketing, SearchUnify