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Thursday, October 15 • 4:45pm - 5:45pm
Knowledge for Customer Service: Measuring & Improving

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KCS (Knowledge Centered Support) is a widely recognized best practice for capturing and reusing knowledge as integral part of service. Some of its key principles include creation of knowledge content within the workflow of solving problems and evolving content based on demand and usage. This session will provide an introduction to the concepts and benefits of KCS as well as organizational adoption and measurement strategies. This session is focused around "Parature by Microsoft" as part of Parafest at Summit, held simultaneously with CRMUG Summit 2015. CRMUG attendees are welcome to join if room is available.


Thursday October 15, 2015 4:45pm - 5:45pm PDT

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