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محتوای ارائه شده توسط TruStory FM and Upland Software. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط TruStory FM and Upland Software یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal
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How to Know if Your KMS Needs an Upgrade with Keith Berg

22:57
 
اشتراک گذاری
 

Manage episode 393310521 series 3449109
محتوای ارائه شده توسط TruStory FM and Upland Software. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط TruStory FM and Upland Software یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

How do you know your knowledge management system is getting a bit long in the tooth? Are your people complaining about too many emails covering the same things? Are they struggling to keep their knowledge current as the organization changes around them?

This week on the show, one of our own leaders is back to help us out. Keith Berg is senior vice president and general manager of contact center productivity solutions, and he sits down with Pete Wright to help tune us to the red flags that point to your organization’s readiness for the KMS upgrade.

About Keith Berg

Keith provides leadership of the contact center and knowledge management suite of products at Upland Software, overseeing all of its business operations. He has worked with KM and contact center leaders for 20 years, helping them improve customer experience, increase agent productivity, and reduce operational costs.

Links & Notes

  • (00:00) - Welcome to Connected Knowledge
  • (01:17) - How do we know we're ready to change in our centers?
  • (06:20) - Adapting around holes in the system
  • (08:16) - How do you know if your KMS is broken?
  • (13:36) - Listener Question: Human Behavior, AI, and Improvement
  • (18:20) - Sneak Peak: Destination CRM’s 2024 CX Megatrends to Watch: Expert Predictions webinar
  • (20:26) - Learn More
  continue reading

18 قسمت

Artwork
iconاشتراک گذاری
 
Manage episode 393310521 series 3449109
محتوای ارائه شده توسط TruStory FM and Upland Software. تمام محتوای پادکست شامل قسمت‌ها، گرافیک‌ها و توضیحات پادکست مستقیماً توسط TruStory FM and Upland Software یا شریک پلتفرم پادکست آن‌ها آپلود و ارائه می‌شوند. اگر فکر می‌کنید شخصی بدون اجازه شما از اثر دارای حق نسخه‌برداری شما استفاده می‌کند، می‌توانید روندی که در اینجا شرح داده شده است را دنبال کنید.https://fa.player.fm/legal

How do you know your knowledge management system is getting a bit long in the tooth? Are your people complaining about too many emails covering the same things? Are they struggling to keep their knowledge current as the organization changes around them?

This week on the show, one of our own leaders is back to help us out. Keith Berg is senior vice president and general manager of contact center productivity solutions, and he sits down with Pete Wright to help tune us to the red flags that point to your organization’s readiness for the KMS upgrade.

About Keith Berg

Keith provides leadership of the contact center and knowledge management suite of products at Upland Software, overseeing all of its business operations. He has worked with KM and contact center leaders for 20 years, helping them improve customer experience, increase agent productivity, and reduce operational costs.

Links & Notes

  • (00:00) - Welcome to Connected Knowledge
  • (01:17) - How do we know we're ready to change in our centers?
  • (06:20) - Adapting around holes in the system
  • (08:16) - How do you know if your KMS is broken?
  • (13:36) - Listener Question: Human Behavior, AI, and Improvement
  • (18:20) - Sneak Peak: Destination CRM’s 2024 CX Megatrends to Watch: Expert Predictions webinar
  • (20:26) - Learn More
  continue reading

18 قسمت

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