Vickie Runyon (Knowledge Manager, Compeer Financial)
Date: Tuesday, April 30
Time: 11:30 am - 12:30 pm
2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Standard Conference Pass, VIP Access Conference Pass -
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Modernizing Service Management, Optimizing the Support Organization
Vault Recording: TBD
Audience Level: Intermediate/Advanced
So, you've implemented Knowledge-Centered Service (KCS) and moved past all the early-stage hiccups. What's next? How do you sustain a KCS culture long-term and realize all the promised benefits? In this session, Vickie Runyon will share how Compeer Financial has taken its support team beyond "just doing KCS" and integrated knowledge into their daily workflows. Learn what has worked for them - from building a successful coaching program and using the Evolve Loop to drive continual improvement to shifting to proactive support and creating opportunities for self-service success - and how you can apply these same lessons learned to your KCS initiatives.
Build a successful coaching program.
Use the KCS Evolve Loop to drive continual improvement.
Shift to proactive support.
Create opportunities for self-service success.