The COVID-19 pandemic has changed the way support centers all over the globe operate. Forced to tackle challenges such as quickly distributing equipment to home-based agents to grappling with call volume spikes as high as 800% in some industries¹, support center leaders have had to rethink how they enable success and keep customer service levels up while employees continue to work remotely.

Join us for a webinar with John Quinmore, Knowledge Management Technical Lead and Liz Bunger, Business Program Manager - Knowledge from Paychex, a leading provider of payroll, human resource, and benefits, to learn how they responded to this crisis and the critical role that Knowledge Management (KM) and Knowledge-Centered Support (KCS) played when they transitioned 15,000 of their employees to work from home.

What you'll learn from this webinar:

• How Paychex expanded their knowledge strategy beyond the service desk and into their whole organization
• Knowledge management best practices and strategies from Paychex that can be implemented at your company to help you succeed in this “new normal”
• How to use technology to make KM and KCS a long-term success at your organization

¹PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center, 2020