Name: The Knowledge Management Potential: AI-powered guidance for agent excellence
Start: 2024-07-31T16:00:00Z
End: 2024-07-31T16:00:13.000Z
Location: BrightTALK
Rating: 5

Upland Software is a technology company specializing in Products, Services, and Solutions that promote exceptional customer experience, employee excellence, and increased profitability. Our contact center products are designed to make your agents’ lives easier so they can focus on solving your customers’ problems faster. Need to supercharge your contact center? We’ve got you covered. 

https://uplandsoftware.com/contact-center/

Part of the Consortium for Service Innovation’s KCS Verified Vendor Series, this webinar features expert insights from KCS Certified Trainers Lana Kosnik, Alex Baker, and Adam Obrentz of Upland RightAnswers. They will discuss the critical role of a robust coaching program in ensuring long-term success within a Knowledge-Centered Service (KCS) environment.

Faster, Easier, Better: Coaching Enablement via your Knowledge Base

In an era where new technologies emerge daily and information flows faster than ever, effective management of knowledge is not just advantageous – it's essential. But what IS knowledge management? Join Upland Panviva’s very own Rose Kirk as she breaks down what knowledge management is at its core, and why it's imperative for businesses in all industries to utilize.

What IS Knowledge Management?

RightAnswers has always been a leader in delivering a connected knowledge management experience, linking all your knowledge sources to our powerful AI search to provide answers right where your agents work, precisely when they need them. Now, we’re thrilled to present the evolution in knowledge delivery, RightAnswers X.

If you’re ready to bid farewell to the challenges of high-effort, costly integrations that demand ongoing maintenance, and say hello to a superior, more efficient agent experience, you won’t want to miss this.

Connected Knowledge: The evolution of connected knowledge delivery for the modern contact center

The hype surrounding AI has reached new heights. However, amidst the noise, one critical component often goes unnoticed – the computer-telephony integration (CTI) that bridges the gap between Microsoft Dynamics 365 and your telephony systems. 

Join our Director of Product, Denis Francoeur as he shares thought-provoking insights into how CTI is the unsung hero that unlocks the true potential of your AI investments. Discover how CTI serves as the vital link, seamlessly connecting your customer data from D365 with real-time voice interactions, empowering your AI solutions to deliver truly personalized and exceptional customer experiences. 

Don't miss this opportunity to gain a deeper understanding of InGenius and the pivotal role CTI plays in your AI-powered customer service strategy. Register now and learn how to harness the combined strengths of CTI, CRM, and telephony to deliver consistently exceptional customer experiences that set your business apart.

The Power of AI with CTI: The Unsung Hero for Exceptional Customer Experiences

This is a fireside chat facilitated by Sam Walker. This is a relaxed interview style event that leans on story-telling from our customer, Tai Calon, covering their CX journey, why they choose R&R, evolution of CX Maturity, and unlocking the power of Recover.

Your reputation is important and customer dissatisfaction in today’s world means every interaction needs to be of the highest quality. Not knowing your customers’ frustrations and being able to address them in the moment, leaves you exposed to poor customer satisfaction results, potential fines and ultimately a negative perception of your reputation.

So, what is the secret sauce to stopping repeat calls, complaints to regulators and customers jumping on social media to trash your brand?

In this fireside chat, our Rant and Rave Sr. Account Executive, Sam Walker, will be joined by Ross Watts and Melissa Scholes as they share the game-changing tools and strategy behind Tai Calon’s remarkable CX transformation that bring about 90+% customer satisfaction scores.

Key Topics Include:

1. The “single biggest driving force” propelling their CX success
2. How they turned customer feedback into daily action for real impact
3. The creative “MVP” approach they first used to prove value
4. Specific processes for effortlessly “closing the loop” on every case

Why Watch?
Whether you’re looking for a customer engagement software to streamline current processes, or looking to enhance your customer journey, this webinar is designed to provide you with actionable insights and expert guidance. Gain access to invaluable knowledge from a current Rant and Rave customer and take the first step toward achieving intelligent customer experiences.

Cracking the CX Code: Secrets to Achieving 90%+ Customer Satisfaction

Samantha Middlebrook from Upland Software joined the panel of experts and shared her perspective on new ways to leverage technology to increase operational efficiencies and support agents in ways that had not been previously possible.
Topics covered:
• Top 2024 priorities to improve operational efficiency
• Clear opportunities to gain competitive advantage and improve business results
• How to support the changing role of your contact center agent
• Why AI isn’t the Silver Bullet

Destination CRM - 2024 CX Megatrends to Watch: Expert Predictions

The AI Atoms Series is a series of short-form webinars dedicated to providing education across AI. Episode 1: Decoding AI Terminology will kickoff this series with the basics of AI. Covering key terms and essential topics within AI to build a foundation of key concepts and terms within AI.

AI Atoms: Decoding AI Terminology

Join us for an inspiring webinar for Upland Panviva, where a seasoned Knowledge Expert with Probe CX shares her ground-breaking strategies that transformed a global BPO's training and performance support, enabling them to adapt their business model and exceed modern CX demands.

Explore what the Gen AI revolution means for Probe CX and how they plan to leverage the power of Gen AI + Knowledge Management to continue to exceed their business and customer goals.

Watch on-demand as Samantha Middlebrook, Upland Software Sr. Director of Product Management, and Jacqui Smalley, Probe CX Curation Services Manager, have a fireside chat to talk through the evolution of KM strategies to create efficiencies to future-proof CX.

Innovate to Elevate: Shaping Your KM & Gen AI Strategy for Future-Proof CX

In this roundtable webinar, our esteemed panel of experts will guide you through the best practices and strategies needed to transform your Knowledge Management approach into a dynamic powerhouse. Discover how to continually evolve your strategy to meet the ever-changing needs of your business and surpass customer expectations with RightAnswers.

Key Topics Include:

1. Best Practices for Crafting a Dynamic Knowledge Management Strategy
2. Harnessing the Power of Prewritten Knowledge Articles
3. Exploring the KCS Methodology: A Pathway to Excellence
4. Accessing Expert Insights: Leveraging Industry-Leading Knowledge Management Professionals

Why Attend?
Whether you’re new to Knowledge Management or looking to enhance your existing strategy, this webinar is designed to provide you with actionable insights and expert guidance. Gain access to invaluable knowledge from some of the most talented professionals in the industry and take the first step towards achieving the results you desire.

Mastering Knowledge Management with Content, KCS, and Consulting

Discover how to unleash the power of generative AI to transform your existing knowledge into smart, personalized snippets ready for your chatbots, agent assistants, and more with Panviva.

Join the Upland Panviva team to learn more about:

• The changing expectations of customers and agents
• Why your customers and agents need personalization
• A seamless omnichannel journey powered by AI Knowledge
• The power of Panviva + Genesys
• AI Knowledge Assistant – an introduction!

How Generative AI is Powering Your Omnichannel Strategy

Dive into the world of Next-Gen Search, powered by cutting-edge Generative AI to deliver faster, smarter answers. Explore how we’re revolutionizing Knowledge Management by debunking myths, evolving search technology, and showcasing the future of Knowledge with RightAnswers.
What You'll Experience: 
• Busting KM myths and embracing AI's pivotal role
• Evolution from keywords to smarter search
• Live demonstration unveiling the future of Knowledge with RightAnswers

Elevate Customer Service: Unveiling Our Next-Gen Search with AI

Harness the Power of Salesforce Service Cloud Voice Today. InGenius is the only solution for connecting Service Cloud Voice and both Genesys Cloud and Genesys Engage.

InGenius Salesforce SCV and Genesys Integration

Computer telephony integration (CTI) to fuel efficiency
Increase agent productivity and earn happier customers with a seamless connection between your CRM and business phone system.

InGenius Overview Video

RightAnswers has always been a leader in delivering a connected knowledge management experience, linking all your knowledge sources to our powerful AI search to provide answers right where your agents work, precisely when they need them. Now, we’re thrilled to present the evolution in knowledge delivery, RightAnswers X.
If you’re ready to bid farewell to the challenges of high-effort, costly integrations that demand ongoing maintenance, and say hello to a superior, more efficient agent experience, you won’t want to miss this.

Connected Knowledge: The evolution of connected knowledge delivery

You’ve trained your agents and they’re delivering excellent service. But then change happens! New industry or company regulations and procedures threaten to put a wrench in your contact center’s performance.
 
How do you keep agents updated with the latest changes so they can deliver accurate knowledge and remarkable customer experiences?
 
Watch this webinar to see a demo of Panviva’s unique user interface and approach. We’ll show you how our clients in highly compliant industries such as finance, healthcare, and utilities use Panviva to ensure accurate, compliant knowledge by all agents and across all customer service channels. Using Panviva, your agents will:
• Easily pinpoint the exact information they need, even in a complex multi-step process
• Find all answers in 3 clicks or less
• Save time by eliminating scrolling and the need to flip between screens
• Gain competency faster

Help your employees remain compliant and reduce errors and risk

Join Rosemary Kirk, Senior Solutions Consultant with Upland Panviva, to see how you can maximize your Genesys experience with Panviva and hear how our “single source of truth” provides benefits including:  

1.Chatbot excellence 
2. A seamless omnichannel experience 
3. Instant access to answers  
4. And intuitive guidance  

Register now and discover the possibilities to combine AI and the trust of compliant knowledge to exceed customer expectations!

The Knowledge Management Potential: AI-powered guidance for agent excellence

Artificial Intelligence

Generative AI

Customer Experience

Contact Center

Agent Productivity

Customer Engagement

Digital Transformation

ChatGPT

Chatbots

Remote Work

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Health IT

Healthcare

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Finance

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Fintech

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CxO Strategy

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Operations

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Production Quality

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The Knowledge Management Potential: AI-powered guidance for agent excellence

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