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RightAnswers

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  • 5 Secrets to Service Desk Success
    5 Secrets to Service Desk Success
    Simon Yelsky, VP of Product Management & Presales, RightAnswers & Gary Schwartz, VP of Marketing, RightAnswers Recorded: Dec 15 2016 31 mins
    Are you challenged with supporting more applications while trying to bring down costs?

    Attend this webinar to learn how to increase the productivity of your service desk and improve employee and customer satisfaction. You will learn how to:

    • Create consistent knowledge articles
    • Keep your support agents engaged with your knowledge so they keep the knowledgebase up-to-date
    • Increase self-service adoption so calls are deflected
    • Make it easy to view knowledge from all your sources in one place
  • 6 Ways to Increase Agent Adoption of Knoweldge with KCS
    6 Ways to Increase Agent Adoption of Knoweldge with KCS
    Laura Yeomans Global Practice Lead RightAnswers Recorded: Nov 10 2016 36 mins
    Top KCS℠ tips on how to keep your customer support agents engaged with your knowledge.
  • Transforming Support Across the ServiceNow Enterprise
    Transforming Support Across the ServiceNow Enterprise
    Bill Pollie, EVP Global Sales and Business Development, RightAnswers Recorded: Oct 20 2016 32 mins
    Good news for ServiceNow users: You can now extend the power of ServiceNow across the enterprise!

    ServiceNow now handles not just support tickets but also cases for all departments, such as Customer Service, Finance, HR and so on.

    But to be effective, the knowledge each department is creating has to be easy to use and easy to find. As more people create knowledge, it becomes even more important to build it the right way.

    Join this 30-minute webinar where we will show how to:

    • Create and manage knowledge for maximum efficiency and usability
    • Ensure that high-quality knowledge is being created
    • Bring best practices in knowledge creation and maintenance
    • Increase collaboration and sharing across the enterprise
  • A Pink Elephant & RightAnswers Webinar: Is KCS Lean? And Why Does It Matter?
    A Pink Elephant & RightAnswers Webinar: Is KCS Lean? And Why Does It Matter?
    George Spalding Vice President, Pink Elephant & Simon Yelsky VP, Product Management and Presales, RightAnswers Recorded: Sep 22 2016 66 mins
    If Lean is a set of principles to achieve quality, speed and customer alignment, then you can’t afford to ignore how you create and manage your company’s knowledge.
  • Justify Your Investment in Knowledge Management
    Justify Your Investment in Knowledge Management
    Simon Yelsky VP, Product Management and Presales, RightAnswers & Tom Policano VP, Client Success and Support, RightAnswers Recorded: Aug 25 2016 49 mins
    If you are finding it difficult to convince your upper management that knowledge management done well will benefit your organization, then this 45-minute webinar is a MUST-ATTEND event for you and your team!
  • KCS v6: What's In Store?
    KCS v6: What's In Store?
    Greg Oxton, Executive Director of the Consortium for Service Innovation & Simon Yelsky VP, Product Management of RightAnswers Recorded: Jul 27 2016 62 mins
    How can Knowledge-Centered Service (KCS℠) improve knowledge sharing across the enterprise? That’s what we’ll explore in this webinar with Greg Oxton, Executive Director of the Consortium for Service Innovation.
  • Knowledge Support Communities: Collaborative Transformation
    Knowledge Support Communities: Collaborative Transformation
    Simon Yelsky VP, Product Management and Presales, RightAnswers & Peter Chmiel Product Manager, RightAnswers Recorded: Jul 20 2016 32 mins
    Are your customer service agents answering questions your other customers could answer?

    Customer communities increase customer satisfaction by empowering your customers to answer questions for one another while reducing calls to support agents.
  • Bolster Customer Support Efficiency and Productivity on Salesforce
    Bolster Customer Support Efficiency and Productivity on Salesforce
    Simon Yelsky Recorded: Jun 29 2016 11 mins
    As customer service pressures mount, outdated technologies will struggle to keep up. Fortunately, RightAnswers, available on Salesforce AppExchange and integrated with Salesforce, brings the right answers to the right people in the shortest amount of time.
  • Creating a High-Quality Knowledge Base
    Creating a High-Quality Knowledge Base
    Simon Yelsky Recorded: May 5 2016 42 mins
    LESSONS IN CUSTOMER SERVICE FROM THE MASTERCHEF KITCHEN!

    If you’ve ever watched MasterChef, you know that the pantry is stocked with only the finest ingredients – a prerequisite for any great meal. And the home cooks’ dishes are judged not only on their flavor but also on how they look. There are a couple of lessons here for your customer service:

    - Without a basis in quality, you can’t provide a great customer experience; and
    - Presentation matters

    Learn about the ingredients that determine knowledge quality and enable you to provide superior customer support experiences:

    - How to write high-quality knowledge articles
    - How to design article templates for the most effective knowledge delivery
    - KCS article quality index (AQI) considerations

    You will also see a demo of the RightAnswers automated Knowledge Quality tool that improves the quality of your knowledge as it’s being created, eliminating manual operations – because you have enough on your plate already!
  • So You Think You're Doing Knowledge-Centered Support (KCS℠)?
    So You Think You're Doing Knowledge-Centered Support (KCS℠)?
    Laura Yeomans, Knowledge Practice Leader, RightAnswers Recorded: Jan 25 2016 33 mins
    You've heard great things about Knowledge-Centered Support (KCS) and you've started implementing it in your organization. But are you really following KCS practices?

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