Delivering Breakthrough Results in Self-Service

Self-service has become a critical component of the support & service environment for most organizations. Successful self-service drives customer satisfaction, cost efficiencies and company differentiation. Yet few organizations have truly "cracked the code" of delivering full-scale, optimized and robust self-service capability in an efficient and self-optimizing way. The answer lies in the ability to apply targeted technology, effective customer-focused knowledge management practices and meaningful measures to guide and focus activity.

John Chmaj, Chief KM Strategist at eVergance (a leader in end-to-end customer service consulting), will present a self-service methodology that harnesses the power of social search capabilities alongside strong fundamental KM tools and measurement processes to deliver a managed, continuously tuned self-service capability.