Tue, Jul 30, 2019
10:00 am - 11:00 am
Online, Pacific Time
Join Terra Fuller as she talks through the implications of doing KCS in McKesson’s heavily process-compliant customer support environment. She’ll discuss the ways in which flexibility is key to being successful with KCS.
While some aspects of their implementation look different from traditional KCS, the focus on capturing customer context has changed the way they’re training their agents, changed the way agents are interacting with customers, and reduced customer effort.
As always, there will be time for questions and discussion.