In this webinar Rick Joslin, KCS Consultant and Expert, Bill Pollie Executive Vice President ComAround Inc. and Matt Peeples Vice President Cherwell explains how knowledge management is integrated with ITIL processes to maximize value and how you satisfy your customers, your employees, and the needs of your organization by Doing More With Less.
It is no longer good enough to answer the phone quickly. Success cannot be achieved by hiring friendly customer service-oriented people to care for customers. While you need to be both responsive and friendly, you must provide the correct answers and resolutions quickly. Having the right people, processes, and technology in place is not good enough. Without knowledge, you cannot be successful. Service management organizations need to integrate the ITIL® framework with the Knowledge Centered Service (KCS®) methodology to achieve maximum success in serving their customers.
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