Knowledge management and effective knowledge bases have become more integral for support teams looking to implement or improve alternative support channels, such as chatbots, virtual assistants and self-service.
A well-established, thorough and regularly reviewed knowledge base is an excellent basis for AI and Machine Learning-enabled services, as it can improve the efficiency and speed of support teams – as well as improve the experience of alternative support channels for customers – which in turn can assist in creating and growing a self-service culture.
You’ll hear real first hand experiences of those who have implemented and improved their own knowledge management processes and tools, as well as top tips to help you work through your service desk’s specific needs and priorities. Scroll down to see the agenda for the day.
Kindly sponsored by:
Service Management Consultant, TOPdesk
A regular public speaker in the industry, Hannah started her career as a Service Management Consultant and has followed her passion to become a thought-leader specialising in knowledge management. At present she works for TOPdesk UK as an Agile Coach, driving organisational change on both a process and cultural level.
Founder and Managing Director, Knowledge Bird
Devops Support, Alliants
Knowledge Manager, ENGIE – UK & Ireland
Senior Knowledge Consultant, Upland Software
IT Manager, SSI Schäfer
Knowledge Manager, CBRE UK
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