A Primer On Knowledge Management
On Demand

Today’s consumers are demanding effortless customer service on the channels and touchpoints of their choice. They increasingly start their journeys via web, search, and mobile self-service — resorting to agent interaction only when self-service fails. Knowledge management empowers customers and agents alike with curated answers to common questions to make customer service easier and more effective — ultimately driving customer satisfaction and customer retention. Join NICE’s David Wasserman and Forrester guest speaker Kate Leggett as they explore the fundamental knowledge management best practices that drive success.

In this webinar you will learn:

• How knowledge management underpins great customer and agent experiences.
• How to define a knowledge management strategy, including goals and success measures.
• The core capabilities of an effective knowledge management solution.
• Best practices for managing and optimizing content.
• How to structure your organization for knowledge management success.