Supercharge Your Technical Documentation Value with Knowledge-Centered Service

Presented by

Sara Feldman

About this talk

Imagine gaining new business value from the content you already have. Even better, the newly gained value can also improve internal efficiency and customer satisfaction at the same time. Knowledge-Centered Service (KCS®) focuses on knowledge as the key asset of an organization. Learn how to incorporate knowledge management principles to capture the collective problem-solving experience and use a double-loop process for demand-driven, continuous improvement. Join Paul Perrotta, The Technical Communication Wrangler, and his special guest, content experience manager Sara Feldman. They will talk about how to apply KCS methodology to technical documentation and other content interactions to achieve positive business outcomes. [KCS® is a service mark of the Consortium for Service Innovation™.] Attendees will learn: * Where to seek additional insight for content optimization * Why the KCS approach helps prioritize your effort around customer needs * How KCS fulfills Gartner’s recommendations to improve customer experience Sara Feldman is an experienced Technical Communicator focused on customer-centric functions in the software industry. She specializes in Customer Self-Service, Knowledge Management, Knowledge-Centered Service (KCS), and cross-functional Content Experience.
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The Content Wrangler Channel covers the people, methods, tools and technologies designed to help you deliver the right information, to the right people, at the right time, on the right device, in the right format and language. Your content is your most valuable business asset. Let us show you how to manage it efficiently and effectively.