Meet us at IEEE Globecom
Meet us at IEEE Globecom. Listen to founder and CTO Lars Hård speaking at the event.
IEEE GLOBECOM 2011 will host its 54th annual conference from 5 – 9 December 2011 in Houston, Texas.
If you want to set up a meeting with Expertmaker please contact us at: info@expertmaker.com
Lars Hård is speaking at the IEEE Globecom event on Knowledge Management in Customer Care:
Wednesday, 7 December 2011 • 16:00 – 18:00 • Room: GRB 3nn
KM Forum
Knowledge Management in Customer Care
Organizers: Jon Wright, James Fan, Jennifer Lam, Steve Polston, AT&T
Three decades of explosive growth in networking technologies, devices, and services over the past three decades has turned customer care into a highly knowledge-intensive exercise for service providers. Supporting human agents in this environment is challenging in its own right, but the development of self-support channels has added an additional level of complexity. In addition, the value of understanding the data generated from the various forms of customer care is now recognized and accepted.
This forum will discuss emerging technologies with the potential to significantly improve the customer experience, and, just as importantly, help managers understand the complex events and that are happening in customer care.
Topics covered will include:
- Text Analytics in the Contact Center
- Cross channel analysis in Customer Care
- Content Modeling for deeper contextual understanding
- Deep question and answering systems
- Building and Maintaining complex knowledge structures
- Increasing relevance for self-service support with a knowledge-based approach
Jon Wright
Peggy Zagelow, IBM Content Analytics Development, USA
Ian Hersey, CTO, Attensity, USA
Lars Hard, CTO & Founder, Expertmaker, Sweden
