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 ...
Hear the story of Erin Lindheim, and her 30 years of expertise in tech and Customer Success. Whether you're a CX leader or just passionate about customer-centric growth, this episode is packed with actionable insights you won't want to miss. With a career spanning from Microsoft to Zendesk and beyond, Erin shares her unique insights into the evolution of customer experience strategies including: - How she transitioned from IT to leading Customer Success with a focus on genuine customer...
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 ...
