Case First to Knowledge First: Simplifying the journey to sustainable customer support

Operating on a case-first model is like shoveling sand with a pitchfork. Support agents are engulfed in the quicksand of rote and recurring cases. Or worse, they reinvent the wheel by resolving known cases. On the contrary, a knowledge-first approach empowers your agents with proactiveness. It involves creating, reusing, managing, and optimizing knowledge for improved and prompt support.

That's why it’s important to move from case first to a knowledge-first approach. But the transition is easier said than done.

Hear Alok Ramsisaria, CEO, Grazitti Interactive (parent company of SearchUnify), and Phil Verghis, CEO of Klever Insight, as they shed light on why organizations need to shift to a knowledge-first approach and how to simplify the transition.