Empower your agents with AI-driven insights to deliver personalized, meaningful support.
Why Attend
92% of leaders believe that in 2024, AI-powered Agent Assist and knowledge management will be the most impactful tools for boosting employee satisfaction and performance.
AI-driven knowledge management empowers agents with real-time insights, enabling them to deliver personalized, meaningful support. By surfacing the right information at key moments, agents can transform interactions and connect with customers on a deeper level.
This seminar series will show you how to leverage knowledge management to enhance agent expertise, improve decision-making, streamline communication, and break down silos. Earn your certificate in ‘Knowledge Management for Customer Contact’ and unlock the key to consistent, effective support.
Your Areas of Expertise Will Include:
Knowledge-centric contact center, offering a roadmap for creating a culture of knowledge in your organization
Content creation and analyzing, emphasizing a human-tech balance for analyzing, creating, and refining knowledge content
Agent assist, focusing on the technology and training needed to help agents leverage knowledge in real-time
Knowledge user experience, considering the very real needs different stakeholders – agents, product experts, marketers, customers, etc – will have as they access knowledge
CCW Digital Certificate Series
The days of generic online events with random sessions focusing on high-level trends are over. Today’s customer contact leaders seek more specific, tailored, and tactical content. They seek real-life examples of how trends and technologies are shaping customer and employee experiences. They covet actual knowledge and expertise not simply about what is going on but how to take immediate and meaningful action.
With that in mind, CCW Digital is pleased to introduce its Certificate Seminar Series, in which attendees will engage in a day’s worth of deeply educational, topic-focused content and walk away not only with insight but a certificate to prove their dedication to continuous learning.
