Content Readiness for Agent Excellence
Summary:
Discover how to unlock the power of content readiness for exceptional customer experiences. Learn how to optimize content retrieval, unearth existing knowledge, and ensure readiness for every agent.
Speaker: Denise Vega, Product Manager, Expert
Highlights:
- This was the first webinar in a 3-part series hosted by the CXone Expert product team to help customers maximize product features.
- Denise introduced the scheduled publication feature which allows scheduling drafts/pages to auto publish/unpublish at a future date/time. This reduces effort for content updates and compliance workflows.
- Denise demo'd the pinned pages feature which lets users pin frequently accessed pages for quick retrieval in Expert and Expert for CRM integrations. This enables personalization and efficiency for agents.
- Denise discussed enhancements to the Expert for CRM link-to-case integration like accessing linked articles per case, unified data configuration, enhanced reporting, and UX improvements. This helps ensure knowledge link quality and optimize knowledge reuse.
- They had some Q&A throughout where customers asked clarifying questions about the features and provided feedback on potential future enhancements.
- Overall the webinar aimed to showcase new Expert features to improve content readiness, retrieval, and utilization for agents and knowledge workers.
Links: