|From The Consortium for Service Innovation|
Paul Jay, Founder & President, The Center for Client Retention, ICMI is teaming up with Nav Chakravarti, Vice President, Oracle Knowledge Product Management and Monique Cadena, Knowledge Centered Support (KCS) Manager, Avaya to host a free Webinar on April 25, 2013 at 10:00 AM Pacific Daylight Time.
Join me and Paul as he introduces the keys to a successful Knowledge initiative. We'll walk through important concepts from the first video, Knowledge Centered Support (KCS): Knowledge Management Framework, including tips to keep agents engaged and committed to continual knowledgebase improvements and updates. You will hear real-life best practices from Paul’s videos, and he will also demonstrate why the entire organization, the team, and the agent scorecards should all include Knowledge metrics.