Name: How AI-Powered Knowledge Management Boosts Customer Service
Start: 2022-02-03T18:00:00Z
End: 2022-02-03T18:00:42.000Z
Location: BrightTALK
Rating: 5

With over 40 years of experience, USU is a leading provider of software and services for IT and customer service management. Our solutions enable companies to deliver the modern, digital services that customers and employees demand. 

Organizations around the world use our IT solutions and services to implement simpler workflows and increase automation while lowering cost, reducing risks, and operating more efficiently.

Fiori is the future: the user experience of an intelligent enterprise

The release of SAP Fiori will permanently change the way your company works, having already initiated a process called "the fiorization" of entire business processes. Supported by several tools and guides, both designers and developers can create applications in record time for any platform – to stay agile and keep up with the pace of market demands.

So what will this mean for your SAP license management? In this webinar, you’ll learn exactly how to optimize your SAP investment in the Fiori Era.

See how to:

-Get an overview of what impact SAP Fiori has on your license costs
-Identify which licensing model is best suited to your company's needs
-Build a checklist covering the most important things to consider when licensing SAP Fiori

The Ultimate Guide to SAP Fiori

Get more value from IBM Cloud Paks

Containers and hybrid cloud storage deliver agility, mobility, and operational efficiency. IBM has taken a new, more flexible approach to licensing with its Cloud Paks.

New technologies often bring changes in licensing requirements, so it’s more important than ever to understand your licensing options for IBM Cloud Paks.

In this webinar, you’ll see how to take strategic planning actions to:

-Measure and map what’s being used in container platforms
-Get more value from IBM Cloud Paks using the new licensing model based on Virtual Processor Cores (VPC)
-Determine if Virtual Processor Cores (VPC) is the most cost-effective option

Container Discovery & IBM Cloud Paks

Even Unlimited License Agreements (ULA) are not forever. So how do you get out of your contract? Oracle Unlimited License Agreements are not as unlimited as they seem. But often Oracle customers only realize this when they try to get out of their contract.

In this webinar, our speaker Daniel Meier will show you:

-How to successfully exit your ULA
-How to understand the obligations of your ULA
-Why terminating a ULA often leads to an audit
-How to develop strategies for a cost-effective exit

Learn what it takes to find the best possible exit path.

Exit with Success! End Your Oracle ULA Without Unnecessary Costs

As more organizations transition to a hybrid workforce, an AI-powered knowledge management solution is more vital than ever. Learn how to overcome customer service challenges such as information overload, siloed systems, and high call volume.

Get a first-hand look at these three industry use cases for knowledge management:

-Successfully using KM with core systems like Salesforce CRM or Genesys
-Using decision trees to guide agents to the correct solution
-Enabling KM-supported customer self-service via your website and chatbots

3 Knowledge Management Industry Use Cases to Improve Customer Service

Many professionals find that SAP License Management during and after the transition is the most difficult part of an already challenging migration process.

According to current surveys, 80% of SAP customers have either already transitioned to SAP S/4HANA, are in the process of doing so, or are planning a migration. 

In this session, our experts will arm you with the SAP licensing insights you need to make your S/4HANA migration successful and cost-efficient. We’ll discuss:

-S/4HANA migration best-practices from our customers
-The latest updates on SAP licensing from our experts
-Transparency on Digital Access
-Advice on measuring your Digital Access documents correctly with full audit trail

Your migration to S/4HANA can either be a great success or a financial disaster. It all depends on preparation, negotiation, and mitigation of financial risk.

S/4HANA & Digital Access: Mastering the SAP® Licensing Challenge

Professional Knowledge Management is more than just classic document management. It increases first call resolutions, shortens average handling time, and gets employees onboarded faster. Different companies have varied requirements for a professional Knowledge Management solution, such as:

-Fast, predictive searches to find up-to-date and quality assured information
-Managing content in multiple languages
-Offering e-learning
-Launching a chatbot
-Integrating a 3rd party software like Salesforce

USU Knowledge Management is purpose-built for service and can be customized for many use cases. Whether you're a medium-sized company or an international corporation, you can start small and easily scale up over time.

In our webinar, we take an in-depth look at how USU Knowledge Management can help you achieve your service goals.

You’ll learn:

-How Knowledge Management enables you to meet your service KPIs
-Options for scaling up service and channels over time with various modules
-A use-case based live demo of the system
-Best practices for KM from other successful companies

Knowledge Management for Customer Service – Start small, think big

Recently, Microsoft announced big changes on the horizon for 2022. While the biggest buzz is certainly around the up to 25% price increase for O365, there are several crucial license management opportunities that your organization should focus on to gain clear visibility and reduce software costs.

This webinar explains how to implement the most important O365 optimization strategies for the coming year. Using real-life use cases, you’ll get a step-by-step guide to:

-Automatically manage and right-size end-user requirements to assign correct roles and licenses
-Dynamically monitor, measure, and report on data such as subscriptions, storage consumption, audio/video conferencing, and user device
-Roll out governance process to synchronize HR data and ensure JML are accurately tracked
-Prep for future negotiations and renewal conversations with Microsoft

The Biggest Microsoft O365 Changes You Need to Understand for 2022

As many companies now offer a mix of in-office, hybrid, and fully remote working options, the ability for employees to share information with each other quickly and asynchronously is more critical than ever.

Rolling out an internal knowledge management solution that is purpose-built for information sharing helps companies become more efficient as they adapt to the new way of working. A single source of truth means that all information is kept in one place, always up-to-date and quality assured.

You’ll see:

-How to use knowledge across departments and locations successfully
-Recent use cases of internal knowledge management so you can identify the possibilities at your organization
-Insider tips on how to implement Enterprise Knowledge Management

Adapting to Hybrid Work: Expand Knowledge Management Across Your Organization

SharePoint just doesn’t deliver the support that a purpose-built Knowledge Management solution is designed to provide.

If you use SharePoint for your contact center, you’re likely aware of its constraints for offering agents efficient, consistent omnichannel support. Sharepoint lacks the functionality and agility required to create the exceptional EX that employees expect and the superior CX that customers demand.

Don’t put off sunsetting SharePoint because it feels like an overwhelming project. Our team has helped many customers through successful transitions from SharePoint.

This webinar gives you a step-by-step project plan and best practices. You’ll see:

-How professional Knowledge Management can boost your EX and CX where SharePoint drags them down
-Best practices and customer stories on how to make the transition easier and successful
-Different options and methods for transitioning from SharePoint

5 Simple Steps to Evolve Your Contact Center from SharePoint

Knowledge Management is one of the strongest tools to improve agent experience, efficiency, and success.
To maximize the value of your Knowledge Management investment, you’ll need to track KPIs through analytics and reporting. It’s important that your KM solution can easily adapt to your requirements and deliver detailed insights on agent and content performance.

Kickstart your road to happier agents and exceptional customer service using reporting insights from your KM tool. Based on real-life use cases, see how to use analytics and easy-to-understand graphic reports to:

-Identify and solve bottlenecks
-Pinpoint content gaps and trending support issues
-Determine new self-service opportunities

Supercharge Results with A Data-Driven Approach to Knowledge Management

The rapid transition to hybrid and remote workforces will permanently impact the way organizations share information. Now more than ever, companies rely on omnichannel knowledge management solutions to communicate critical changes in real-time, and to support employees with accurate, easy-to-access information.

Join USU’s Chris Rall and Tariq Alinur, CEO of BraynCX, who will share use cases from his first-hand experiences rolling out call centers and CX operations initiatives for Spirit Airlines, CWC, Apple, and more.

Whether you already use KMS, have existing software investments such as SharePoint or Salesforce, are transitioning to a new technology, or are searching for the right KMS to solve organizational challenges, you’ll leave this session with a powerful action-list to:

-Build agent-focused solutions to improve employee efficiency and reduce turnover
-Slice interaction times up to 30% by integrating frictionless self-service tools
-Implement guided workflow processes to improve EX/CX in a hybrid work environment
-Ensure communications consistency during quick deployments and optimize top contact drivers and relevant content

Proven Strategies to Build an Omnichannel Knowledge Management System

With XaaS spend ballooning at record rates, some vendors are reporting up to a 3000% growth in their product stack.  According to Gartner: “Infrastructure-as-a-service (IaaS) and desktop-as-a-service (DaaS) will see the highest growth in 2021…[and] CIOs face continued pressures to scale infrastructure that supports moving complex workloads to the cloud and the demands of a hybrid workforce.”

This exceptional growth brings unprecedented challenges.  Organizations must quickly develop processes for accurate insight, visibility, controls, and governance to benefit from the cloud’s agility, scalability, and flexibility. 

This session gives you a clear roadmap to:

• build robust cost, governance, and integration management 
• establish complete visibility across your organization’s cloud infrastructure and estate
• implement a FinOps framework by extending existing structures across DevOps, ITAM, Security

Leave this educational session with proven strategies to provide the visibility and reporting required to support your organization's near-term and long-term business goals.

Top 2022 Trends that will Shape the Future of XaaS Management

Software Asset Management isn’t one size fits all, so it’s crucial to identify tool requirements and roadmap your SAM program goals long before implementing a tool. If you haven’t considered all this yet, you’re not alone.  According to Gartner®: “Too often, organizations evaluate tools to support software asset management (SAM) before they have established a clear set of objectives, which leads to the selection of a tool (or tools) that doesn’t support their goals.”  Join 15-year ITAM veteran Rebecca Horton, as she dives into her experience rolling out SAM programs for several global enterprises. She’ll review what worked and what didn’t, so you can avoid similar missteps at your own organization.  You’ll leave this session with a playbook to:  -Evaluate your data for quality, completeness, and coverage so you can fill the gaps and improve data governance -Develop a list of technical and functional requirements that align with your business use cases, processes, and goals – both near term and long term -Develop a list of KPI’s and Metrics to measure and report the successful use of technology through automation on compliance management, asset harvesting, and dashboards. -Establish realistic use cases and must-do’s to run a complete Proof of Concept analysis aligned with your vendor scope -When it’s time to invest in a new technology, ROI should be a top priority. Set yourself up for success and don’t miss this practical must-watch webinar!

Webinar: 2021 Essential Guide for Selecting the Right SAM Tool

Decision Trees are flowcharts for visualizing a decision-making process and charting a path to the optimal outcome. Long used in data science, decision trees are now being applied in customer service to create step-by-step troubleshooting guides to resolve issues faster.


The best part? Creating a decision tree is not a lengthy, formidable task. You can build one with support content you already have on hand. In our webinar, USU Product Marketing Manager Jarrod Davis and Sales & Innovation Director Fabian Eppler will take you through the end-to-end process and make a decision tree live….in 20 minutes!

You’ll see how decisions trees can:

-Be used by both agents and customers
-Improve contact center KPIs, like FCR and AHT
-Scale across all your channels, including chatbots and voicebots
-Be created with minimal time and effort

Decision Trees for Customer Service: Build One in 20 Minutes!

As the market-leading CRM, Salesforce is an excellent tool for organizations looking to create a seamless customer journey.

However, your organization may need a more agile and comprehensive solution when it comes to Knowledge Management. Although Salesforce can cover basic KM functionality, it quickly reaches its limits and cannot deliver the innovative, omnichannel customer service experiences that a mature KM solution can support.

You’ll see:

-How to overcome the limitations of native Salesforce knowledge management features
-How easily a professional KM solution can integrate with Salesforce and overcome these limitations
-Real-life case studies and best practices from our customers who use Salesforce

Create Exceptional CX with Salesforce and Knowledge Management

The past year has brought changes to many companies that would have normally taken the market years to adopt. Some even call it a revolution. A large part of the workforce was sent to work from home, which increased the acceptance of SaaS solutions. Today, the cloud is around 50% of software costs.

SaaS solutions offer many benefits. But cloud costs can quickly build into heavy storms over your software environment, draining away its shiny new sparkle, if they aren’t managed correctly. Transparency and a full overview are needed to keep cloud costs light and fluffy.

In this webinar, experts Daniel Fink and Alexander Jauch will talk about how to make sure your SaaS investment keeps its sparkle. You'll see how to:

-Analyze your actual usage
-Identify potentials for cost savings
-Choose the best-suited usage and licensing models

Put yourself in a position to make informed decisions and reduce your SaaS costs significantly for providers such as Salesforce, Office 365, Adobe, and SAP.

Keep Hybrid Software Costs Under Control: From Adobe to Zoom

With the current shift from on-premises software to SaaS, many midsize and large companies are facing the same challenges: an array of SaaS providers, a lack of transparency of usage within the company, and a loss of control that can lead to high and unplanned expenses.

In this webinar, our team will give you an action plan to solve challenges such as:

-Identifying the SaaS applications in use
-Data collection
-Transparency and reporting 
-Optimization of spend

How to Lower Costs for Your SaaS Applications

Artificial Intelligence has been a buzzword for a long-time, and new business use cases continue to pop up. AI is now gaining momentum with Knowledge Management solutions to enable organizations to work more efficiently and effectively.

USU Knowledge Management uses AI-supported functions to deliver ultimate value and ease to users, such as self-learning search, predictive lookup, and automated editorial features. These features help users find the answers they need faster, and they eliminate or reduce many redundant and tedious tasks.

How can business leaders tap into AI-powered Knowledge Management to push their customer and employee experiences to the next level?

-How AI-supported Knowledge Management works and how it helps your organization
-How different business areas - including Customer Support, IT, and HR - can benefit from AI-powered Knowledge Management
-Existing and upcoming AI features offered by the USU Knowledge Management solution

How AI-Powered Knowledge Management Boosts Customer Service

Artificial Intelligence

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Customer Service

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Knowledge Management

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How AI-Powered Knowledge Management Boosts Customer Service

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