Sara Feldman is the Director of Member Engagement for the Consortium for Service Innovation, where she connects Members with resources to support their success and enhance their customer experience. She is a KCS v6 Certified Trainer and experienced with customer-centric functions in the software industry. With a foundation in Technical Writing and Knowledge Management, her previous roles have focused on professional development programs, customer self-service, Customer Success Enablement, and…

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Elizabeth Raju – Experienced and passionate Knowledge Management practitioner with expertise in content and knowledge management strategics, knowledge asset reports and building investor relationships. Supported KM activities for North America (Canada, US); European Regions (BENELUX and UK) and India in IT firms.  https://www.linkedin.com/in/elizabethraju/ In a customer service environment, service desk agents are generally fighting a battle to resolve customer issues. On time resolution and customer satisfaction…

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