Your Knowledge Base is probably bloated. In this episode, we're fixing it. Learn in this video: - The "outta my cold dead hands" mentality that's killing your KB. - How an airline's 7-year-old volcano article explains all your CX problems. - 5 specific prompts you can give Generative AI to fix bad KB articles instantly. - How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill. --- About Leslie --- Leslie O'Flahavan is the principal and owner of ...
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Your Knowledge Base is probably bloated. In this episode, we're fixing it. Learn in this video: - The "outta my cold dead hands" mentality that's killing your KB. - How an airline's 7-year-old volcano article explains all your CX problems. - 5 specific prompts you can give Generative AI to fix bad KB articles instantly. - How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill. --- About Leslie --- Leslie O'Flahavan is the principal and owner of ...
Delve into customer support ops with Shaun Struckmann. Shaun, with his extensive background at Salesforce and Gong, reveals the challenges and triumphs of managing support in large-scale organizations. Discover how small changes can lead to big impacts and the importance of balancing efficiency with a personal touch. Shaun Struckmann is a senior customer support operations leader, previously serving as a senior manager at Gong and business operations manager at Salesforce. He currently runs ...
The CX Files
Your Knowledge Base is probably bloated. In this episode, we're fixing it. Learn in this video: - The "outta my cold dead hands" mentality that's killing your KB. - How an airline's 7-year-old volcano article explains all your CX problems. - 5 specific prompts you can give Generative AI to fix bad KB articles instantly. - How GenAI will actually save jobs for agents with high-empathy and expertise but lower writing skill. --- About Leslie --- Leslie O'Flahavan is the principal and owner of ...
