Making Your Support Content Work Harder for You
Presented by Irrevo and DB Kay & Associates
Knowledge Strategist, Irrevo
Melissa has been involved in knowledge management programs for over 17 years. During that time, she's had the privilege of participating in many projects across many areas including knowledge program governance and workflow models, technology and program transitions, content migration projects, and community program adoption.
Melissa's passion is the art of using knowledge to maximum benefit for customers. Her role as Knowledge Strategist with Irrevo allows her to collaborate with our clients to unlock greater value of knowledge.
Principal, DB Kay & Associates
David has been innovating in using technology in service of knowledge-intensive businesses like customer support since 1984. He has managed change, developed business processes, and applied software that has empowered knowledge workers in the fields of customer service, e-commerce, library science, software development, and national intelligence analysis.
David Kay is a trusted advisor to support executives at IBM, Cisco, Research In Motion, Microsoft, Intuit, GE, and Oracle. He is a frequent speaker at industry conferences and webinars. He was recognized as an Innovator by the Consortium of Service Innovation (CSI), and is the only independent consultant who is KCS Trainer Certified by the CSI to teach the Knowledge Centered Support Foundations, Coaching, and Leadership workshops. He has been granted five patents for his work in knowledge management technology.
Join us for a quick 45-minute webinar that will help your organization maximize its investments in knowledge management.
During this webinar we will share insights and actionable recommendations to evolve your content to make it provide greater impact to you and your customers.
Specifically, we will cover:
- Defining content opportunities
- Identifying content that needs your attention
- Finding and fixing flaws in your content
- Establishing and measuring content quality goals