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THE SEARCH IS ON: OPTIMIZING SEARCH OPERATIONS FOR THE CUSTOMER SERVICE ENVIRONMENT

THE SEARCH IS ON.
OPTIMIZING SEARCH OPERATIONS FOR
THE CUSTOMER SERVICE ENVIRONMENT
Register now for this FREE webinar
Have we found what we’re looking for? It’s similar to the well-known question, “Are we there yet?” You can’t answer the latter until you know where you’re going and you can’t answer the former until you know what it was you were searching for in the first place. Of course I’m talking about knowledge management, specifically as it relates to customer service and support, in this case.

This highly informative one-hour webcast will delve into the subject of optimizing search engines and knowledge bases specifically for use by customer service agents and customers themselves, via web self-service portals. We’ll give you specific strategies to help your agents and customers find the answers they want faster and easier than ever before. We’ll examine several best practices that will help locate the answers that are most relevant and appropriate to the customer’s issue.

Attendees to this informative one-hour webinar can expect to take away these three important points:
  • Learn how you can avoid the pitfalls of knowledge search, such as ‘second-guessing the answer’ and ‘creating searches on topics instead of key issues’.
  • Discover how you can make knowledge elements easier to find and more relevant to the customer’s issue.
  • Uncover the secrets of optimal search engine testing for the customer service environment.
Register for this informative one-hour web-seminar.

Tuesday, September 16th, 2008
11:00am PT / 2:00pm ET

Andy Moore
Publisher
KMWorid

Keith Holt
Director, Product Strategy
KANA Software, Inc.

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