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 ...
We chat with Nick Jimenez, Head of Support at Postal, who has a unique approach to customer experience that turns support into a revenue powerhouse. Nick shares his journey from Starbucks barista to a leader in CX, highlighting how crucial moments shaped his outlook on balancing customer satisfaction with company policies. Learn how Nick's innovative strategies at Postal have reduced onboarding time from 40 days to just 8 days, revolutionizing the customer journey. Discover how AI c...
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 ...
