On-demand webinar: Building a Business Case for Implementing an Advanced KM Solution

In this webinar you will learn how to better compete for internal wallet share and how achieving world class support will impact your bottom line.

It is estimated today that 23% of a company’s knowledge walks out the door every year. More and more, companies are realizing that the knowledge management solution they use is an important asset that insures a competitive advantage and a key component to implementing advanced technology. In this webinar, you will hear how customers of an advanced Knowledge Management solution from ComAround are driving significant and measurable return on investment for their companies

The webinar presenter is Bill Pollie, Executive Vice President, Americas Sales and Strategic Alliances, ComAround.

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On-demand webinar: Higher education – Knowledge on campus

In this webinar Julie L. Mohr, world renowned author and Thought Leader, and Maria Cronfalk from Stockholm University will share their experience and best practice how to drive innovation through the capture and use of knowledge both within IT and administrative processes. You will learn how Knowledge is the key to finding new ways to innovate and drive lasting change on campuses around the world.

The webinar presenter is Julie L. Mohr and you will hear the success factors from Stockholm University who are in the forefront within Self-service support and efficient Knowledge Management processes.

It´s time to develop a new culture of collective knowledge and developing analytics that empower more effective strategies.

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On-demand webinar: Feeding the Bots: Strategies for Improving Chat Bots by Leveraging Knowledge Management Interactions

In this recorded webinar, we will uncover strategies to improve your existing implementation of chatbots or help you to develop a successful implementation strategy. It’s time to feed our bots with knowledge management interactions.

About Julie L. Mohr

Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

Julie speaks at conferences worldwide on topics of leadership, business, knowledge management, service management, governance, organization development, process engineering, service level management, and continual improvement.

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On-demand webinar: How to capitalize on the knowledge revolution

In this recorded webinar Per Strand from ComAround explains why KCS® (Knowledge-Centered Service) appears to be exactly the kind of structured, platform-agnostic approach which finally unlocks the power of knowledge and opens the door for new intelligent technologies like AI, ML and smart BOTs.

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On-demand webinar: ITIL + KCS = SUCCESS

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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On-demand webinar: Living in the Disruption Economy: Customers Screaming for Change and We’re Still Not Listening

In this recorded webinar Julie L Mohr, world renowned author and international keynote speaker, discuss how as we progress as a society from the knowledge economy through the disruption economy, our customers are becoming more vocal about what they want and need from their service providers.

No longer are customers willing to put up with bureaucratic and lethargic global enterprises who are slow to change and create unnecessary friction for the consumer. Customers are voting with their currency, choosing Uber over taxis, Amazon over the department store, Airbnb over hotels, and Netflix over the network TV station. If we are not careful in IT, we will also become extinct. We need to develop strategies that innovate and reduce friction. Most importantly, we need to stop waiting for our customers to come to us.

Julie is a dynamic, engaging change agent who brings integrity and passion to everything. Through her books, articles, speaking, consulting, and teaching — her purpose is to change the world through thought provoking dialog and interaction. Julie has a B.S. degree in computer science from The Ohio State University, a MaED from the University of Phoenix, and is currently pursuing her PhD in Management and Organizational Leadership in Information Systems & Technology from the University of Phoenix. She also is an ITIL Expert, Certified Help Desk Director, and Certified Governance IT Professional.

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On-demand webinar: Transform your support and service with KCS and Knowledge Integration

Do you want to reduce the resolution time by 60% and decrease the number of redundant cases by 50%? Do you find it a challenge to keep the information in your knowledge base up to date, accurate and available throughout the support process?

Watch this webinar to find out how the KCS (Knowledge-Centered Service) methodology can make these metrics your own, and how to achieve a relevant knowledge base by integrating knowledge management and incident management.

Listen to Lena Stormvinge, KCS Trainer and Knowledge Advisor from ComAround, describe how the support organization can work effectively with knowledge to create an efficient workflow that improves service delivery, and meets business objectives. Richard Lin from Wolken Software will demonstrate how knowledge management and incident management can be integrated seamlessly, an advantage for both the service desk agents and the end users.

In this webinar we’ll show you:

  • how to become a knowledge-centered organization
  • how to create value and improve service outcome with KCS
  • a knowledge integration demo: How it works – process and technology

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On-demand webinar: Make knowledge management valuable and fun

More satisfied employees, higher resolution rates, fewer cases for the service desk, and an up-to-date and relevant database. We dare say that this is the result of a structured approach to knowledge management, using proven methods that make knowledge valuable and fun. In this webinar, we tell you how to go about it!

Service desks should provide high-quality support on time and using limited resources. Nothing strange about that. But how can the service desk work with Knowledge Management and build a qualitative knowledge base concurrently? And what factors motivate the service desk team and make them feel involved and engaged, both in their professional roles and in achieving the objectives established by the organization as a whole? In simple terms, how do you make knowledge valuable and fun?

In this webinar we demonstrate how the service desk can:

  • work to make the knowledge base useful in the long term
  • create procedures and processes that engage and motivate
  • reduce costs and improve service to the organization

Listen to Sebastian Teeling, Knowledge Specialist at ComAround, as he demonstrates how the support organization can work to make the knowledge base valuable in the long term and to create procedures and processes that engage and motivate.

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On-demand webinar: KCS – the value creating process

Effective knowledge management improves the service levels and the service desk work flow dramatically. The support organization will benefit from 60% shorter resolution time, 40% higher first-contact resolution rate, and 30% more satisfied employees.

In this webinar you will learn:

  • what the established knowledge management methodology KCS (Knoweldge-Centered Service) is
  • how KCS can improve the results of self service
  • how modern technology empowers the support team to capture, structure, and share knowledge within the entire organization
  • how the whole organization will benefit, both in the short and the long term

Listen to Lena Stormvinge, one of 15 certified KCS Trainers in the world, go through the core principles of KCS and demonstrate why a KCS verified knowledge tool matters, and how it creates value to the whole organization.

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On-demand webinar: Integrate Knowledge Management throughout the support process

It is a big challenge for support organizations to keep the information in their knowledge base up to date, accurate and available throughout the support process. With the Knowledge Centered Support (KCS) methodology, organizations can integrate knowledge management throughout the support process and improve support delivery.

In this webinar, you will learn the key methods for capturing, structuring, and reusing knowledge across the support organization to improve your support and service delivery.

In the webinar, we focus on:

  • How knowledge is captured, organized, reused and updated through the use of KCS
  • Incident Management and Knowledge Management – the benefits with process integration
  • How the integration works – process and technology
  • Demonstration of the ComAround Knowledge and ServiceDesk Plus integration

In Cooperation with Inuit and ManageEngine ServiceDesk Plus.

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