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Behind the Knowledge-Centered Service Curtain with Lana Kosnik

What happens when you wire an organization to value knowledge, specifically, as a key asset. What happens to processes and systems when they are focused on creating, capturing, sharing, and reusing institutional knowledge in the work of the contact center? If you can get those things right, you might just be leading a Knowledge Centered Call Center.

Lana Kosnik is the KCS Knowledge Management Practice Manager here at Upland and over the better part of a decade, she’s honed a skillset in training, coaching, teamwork, buisness development, sales, content, and knowledge management. And today, she’s going to pull back the curtain on the benefits of the Knowledge Centered Organization.

Links & Notes

Exploring contact center technology that drives agent productivity and provides exceptional customer service — delivering the right answers, to the right people, at the right time.