Webinar

Creating a Coordinated Knowledge Management Ecosphere for Customers and Support Agents

Strong Knowledge Management in service and support can operate as a coordinated ecosphere in which both the customer experience and the support agent experience are transformed through smart adoption and application of digital-first engagement technologies.

In this webinar, Verint’s John Chmaj and Jason Valdina are joined by guest expert and Forrester senior analyst Christina McAllister. They discuss the “digital first ecosystem” that is emerging as customers and employees increasingly rely on digital channels to initiate and advance their support interactions. Knowledge plays a central role flowing through and across channels to empower services, transactions, information requests, and ongoing customer chat and social interactions.

In this world, AI and automation also work hand in hand with the workforce by providing real-time assistance to agents – a need that’s been accelerated by remote work and the need for employees to have access to a wide set of information quickly and accurately. Additionally, the three cover how KM serves as an engine for customer engagement across support channels, including digital conversational channels like social messaging, virtual assistants, and real-time agent assist.

Viewers will emerge with an understanding of how these elements of KM come together to provide intelligence in a way that’s accurate, compelling, and engaging.

Get access now to view the on-demand webinar, Creating a Coordinated Knowledge Management Ecosphere for Customers and Support Agents.

Speakers

John Chmaj

John Chmaj
Sr. Director, Product Strategy Knowledge Management
Verint

 
Jason Valdina

Jason Valdina
Sr. Director, Engagement Channels GTM Strategy
Verint

 
Christina McAllister

Christina McAllister
Senior Analyst
Forrester

Moderator

Marydee Ojala

Marydee Ojala
Conference Program Director
Information Today, Inc.

Get access now

* indicates a required field

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Thank You

The resource you requested is on the way, Creating a Coordinated Knowledge Management Ecosphere for Customers and Support Agents.  Keep an eye on your inbox!  We are sending a link to the asset to your business email address provided on the previous page.

In the meantime, check out additional resources to see how Verint helps the world’s most iconic brands build enduring customer relationships by connecting, work, data and experiences efficiently.