HDI Information Technology Conference 2018

Session 606: KCS + Problem Management = Better Service!


Thursday, April 11 at 4:00 PM

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Is KCS is alive and well in your organization? Are you confident in how your team uses knowledge? Or do you need to motivate your team to use knowledge more consistently and ensure they knowledge they create is accurate, improving the value they provide to the organization overall? In this session, First American will share how they've used KCS in three real-world scenarios, supporting both internal employees and external applications. Attendees will learn how to take KCS best practices to the next level and leverage knowledge to reduce repeated issues, identify self-service opportunities, and provide feedback to development to improve the product user experience.

Mary Cruse

Director, IT Customer Services
First American Corp

Passionate about customer service, Mary Cruse has more than 30 years of experience with Fortune 500 companies in the airline, healthcare, and financial industries. Mary has extensive experience leading both technical and nontechnical customer service centers, focusing on contact center design and technology, customer service delivery, technology support, and team building and rebuilding. She holds multiple HDI certifications, as well as the CIAC Call Center Operations Manager certification, serves on the Board of Directors for Help Desk Chapters, Inc., and was inducted in the HDI Hall of Fame in 2018.