Creating a Single Source of Truth: Strong Knowledge Management Resources in Customer Care
Join us to learn powerful strategies for creating and maintaining a single source of truth that empowers your customer care team.
- 2:00 PM
Event Assets
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Description
This peer learning event is designed to explore the power of robust knowledge management systems in enhancing the effectiveness of customer care teams. A well-structured knowledge management system can serve as a single source of truth, providing accurate and consistent information that empowers customer care teams to deliver exceptional service. It enables teams to access the right information at the right time, leading to improved efficiency, reduced response times, and, ultimately, higher customer satisfaction.
However, creating and maintaining a strong knowledge management system is not without its challenges. These can range from ensuring the accuracy and consistency of information to managing updates in a timely manner and fostering user adoption across the organization. It requires a strategic approach involving the right technology, processes, and people to ensure the system remains reliable, up-to-date, and user-friendly.
This community gathering is an opportunity for us to come together and support each other in overcoming these challenges. Through the sharing of experiences, insights, and best practices, we can learn from each other and drive the positive evolution of our teams. We'll hear different strategies from across our membership and engage in focused dialogue to uncover hidden solutions to persistent challenges. We look forward to your participation in this enriching event.
We'll cover the following topics in our session:
- Getting Started: Challenges and Focuses from the First Couple of Years
- Knowledge-Centered Service: Involving your Team in Solving and Evolving
- Supporting Knowledge Processes for Physical Products: Catering Knowledge Resources for Your Unique Audiences
- Knowledge Management with Next Evolutions in Mind: Preparing Knowledge Resources to Support Generative AI Implementations
Participate in Further Customizing the Agenda: You’ll have the opportunity to play an active part in shaping the agenda for this session – and to maximize its relevance for you – by suggesting and selecting topics for break-out discussions. Once the agenda is complete, you choose the discussions you want to join. This will be a highly interactive session, so come prepared to share your questions, challenges, and insights!
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Agenda Items
| 9:00 AM | Setting the stage |
| 9:30 AM | Member Spotlight: UW Credit Union |
| 9:55 AM | Member Spotlight: SAP |
| 10:20 AM | Break |
| 10:30 AM | Member Spotlight: Sub-Zero Group |
| 10:55 AM | Member Spotlight: Northwestern Mutual |
| 11:20 AM | Breakout Discussions |
| Virtual attendees | |
| 11:20 AM | Develop Breakout Agenda |
| In person attendees | |
| 11:30 AM | Lunch |
| In person attendees | |
| 11:55 AM | Wrap-up |
| Virtual attendees | |
| 12:00 PM | Adjourn |
| Virtual attendees | |
| 12:15 PM | Breakout Discussions |
| In person attendees | |
| 1:50 PM | Wrap up |
| In person attendees | |
| 2:00 PM | Adjourn |
| In person attendees |
Additional Information
Location: UW-Madison Pyle Center (In-person); EventsAir (Virtual)Location Address: 702 Langdon Street, Madison, WI 53706
Contact: Events Team, events@uwebc.wisc.edu