Supercharge Results with A Data-Driven Approach to Knowledge Management

Presented by

Fabian Eppler, Innovation Director, USU & Jeff DeVries, Manager, USU

About this talk

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
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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.