CX Heroes #46 - Joel Sandi

Learn in this episode: - How to move from a manual support model to an automated, intelligent self-service ecosystem. - Why democratizing knowledge creation is a powerful tool for agent retention and cultural change. - The reality of implementing KCS (Knowledge Centered Service) and how to get executive buy-in. - Why a support agent's job is to create a lasting improvement, not just close tickets. Joel Sandi is the Director of Self-Service and Content Strategy at Outreach, where he leads the...