Webinar:
Customer Support Success Stories: Lessons In Knowledge Management
Date: Tuesday June 26, 2007
Time: 5:00 PM European (GMT+1) / 11:00 AM Eastern / 8:00 AM Pacific. Duration: 1 hour.
Speakers: Susan Aldrich, Patricia Seybold Group; Gerhard Kress, Director of Competency Center, Siemens SIS; Michel Manago, Director of Product Management, empolis GmbH
Customer Support Successes with Knowledge Management: Lessons in creating and using knowledge assets to automate resolution
Automating customer resolution management has become the next challenge for customer service excellence. The promise is clear: faster, cheaper, scalable, and more effective customer service. But the way forward requires innovation not only in tools but in processes and management models.
Join us for this live Webinar to learn how seven companies have succeeded with knowledge asset projects. Hear about the stages in their journey, and apply their developmental model to your situation. Hear from the manager of one of the largest customer service teams in Europe how he has structured a successful knowledge team; and see a demonstration of the customer service application the team and knowledge assets support.
We’ll address in detail how organizations reinvent themselves to become accomplished and effective creators and users of knowledge assets. We’ll cover:
- Success stories from seven European companies: Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2 and Versatel
- Developmental model of organizational knowledge competence
- The Knox Project of Siemens IT Solutions and Services, which provides knowledge support to Siemens’ clients’ users
- Governance model: how the Knox knowledge team is structured to manage worldwide development and maintenance
- Results of the Knox Project, which manages 11,500 issues and 150 decision trees in 3 languages
- Demonstration of Knox, which uses empolis’ Content Knowledge Management technology
Participants will receive a copy of our Customer Support Success with Knowledge Management case study report. This webinar is for business and technical people responsible for customer service or knowledge management.
Please feel free to forward this invitation to your colleagues.
Space is limited. Click here to register now. Free.
