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BEGIN:VEVENT
DTSTART;TZID=America/New_York:20260507T101500
DTEND;TZID=America/New_York:20260507T111500
DTSTAMP:20260609T215418
CREATED:20260113T183744Z
LAST-MODIFIED:20260113T183744Z
UID:10002877-1778148900-1778152500@ewriteonline.com
SUMMARY:How to Use Generative AI to Clean Up Your Knowledge Base: HDI Service and Support World Conference
DESCRIPTION:  \n  \nConference session description:\nIs your knowledge base (KB) struggling with outdated content and low user adoption?\nYou’re not alone. Maintaining an up-to-date knowledge base can be time-consuming\, and getting people to use it often feels like an uphill battle. In this session\, you’ll learn how to use Generative AI to refresh outdated content and create articles that drive user engagement and adoption. You’ll walk away with best practices that save you time and ensure your KB articles stay relevant and helpful. \nLearn how to: \n\nIdentify what’s wrong with your KB articles and how rewriting them will improve them\nImprove and streamline existing KB content with AI\nUse GenAI to add signposts to articles: headings\, numbered lists\, structured steps\nWrite effective AI prompts that produce helpful\, user-friendly articles\nUse AI to proofread KB articles
URL:https://ewriteonline.com/event/how-to-use-generative-ai-to-clean-up-your-knowledge-base-hdi-service-and-support-world-conference/
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20240430T174500
DTEND;TZID=America/New_York:20240430T184500
DTSTAMP:20260609T215418
CREATED:20240314T221920Z
LAST-MODIFIED:20240314T221920Z
UID:10002820-1714499100-1714502700@ewriteonline.com
SUMMARY:Why Your Support Organization Should Use a Human-plus-ChatGPT Approach to Writing Customer Responses – SupportWorld Live
DESCRIPTION:Breakout session at the SupportWorld Live conference. \nRegister using my promo code JOINME and save $400.
URL:https://ewriteonline.com/event/why-your-support-organization-should-use-a-human-plus-chatgpt-approach-to-writing-customer-responses-supportworld-live/
LOCATION:Denver\, CO
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20220520T090000
DTEND;TZID=America/Los_Angeles:20220520T113000
DTSTAMP:20260609T215418
CREATED:20220503T141612Z
LAST-MODIFIED:20220610T170547Z
UID:10002717-1653037200-1653046200@ewriteonline.com
SUMMARY:When It Comes to Support Analysts\, "Empowerment" Is a Meaningless Term (SupportWorld Live)
DESCRIPTION:Breakout session at the SupportWorld Live Conference
URL:https://ewriteonline.com/event/when-it-comes-to-support-analysts-empowerment-is-a-meaningless-term-supportworld-live/
LOCATION:Las Vegas\, NV
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20220519T101500
DTEND;TZID=America/Los_Angeles:20220519T111500
DTSTAMP:20260609T215418
CREATED:20220503T141347Z
LAST-MODIFIED:20220503T141347Z
UID:10002716-1652955300-1652958900@ewriteonline.com
SUMMARY:5 Writing Skills Tech Support Pros Never Thought They'd Need\, but They Do (SupportWorld Live)
DESCRIPTION:Breakout session at the SupportWorld Live Conference
URL:https://ewriteonline.com/event/5-writing-skills-tech-support-pros-never-thought-theyd-need-but-they-do-supportworld-live/
LOCATION:Las Vegas\, NV
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20211111T090000
DTEND;TZID=America/New_York:20211111T100000
DTSTAMP:20260609T215418
CREATED:20210912T203623Z
LAST-MODIFIED:20210912T203634Z
UID:10002683-1636621200-1636624800@ewriteonline.com
SUMMARY:The High Costs of a Badly Written Knowledge Base Article - SupportWorld Live conference
DESCRIPTION:To support organizations and customers alike\, badly written knowledge base (KB) articles are costly\, very costly. A company spends or loses money each time a person has to struggle to read bad KB content. And bad KB articles cost organizations something precious that’s not measured in dollars or cents: trust. \nIn this session\, Leslie O’Flahavan will explain which writing problems essentially render the KB article unusable\, including bad article titles\, big blocks of not-scannable text\, and too much background information. We’ll consider the costs of bad KB articles using the following tech support metrics: ticket handle time\, user self-service\, cost per ticket\, and tickets prevented. Finally\, we’ll explore the many “expensive” consequences of badly written KB content\, for support agents (time and accuracy)\, for customers (trust and willingness to use self service)\, and for support organizations as a whole (the successful AI-powered support\, proper knowledge management\, and quicker onboarding).
URL:https://ewriteonline.com/event/the-high-costs-of-a-badly-written-knowledge-base-article-supportworld-live-conference/
LOCATION:Omni Resort at ChampionsGate\, 1500 Masters Boulevard\, Champions Gate\, FL\, 33896\, United States
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/New_York:20211110T113500
DTEND;TZID=America/New_York:20211110T123500
DTSTAMP:20260609T215418
CREATED:20210912T201401Z
LAST-MODIFIED:20210912T201401Z
UID:10002682-1636544100-1636547700@ewriteonline.com
SUMMARY:Doing What Doesn't Come Naturally: Why IT Support Pros Must Know How to Express Empathy - SupportWorld Live conference
DESCRIPTION:Most people don’t think “How empathetic!” when they think of technical support. In fact\, the engineers\, technical experts\, SMEs\, and other professionals who work in support can be overtly hostile to the mere idea of expressing empathy. When asked to write customer communications that show empathy\, they balk and reply\, “Just how much ‘marshmallow’ do you want me to add to this service update\, Jim?” \nBut a lack of empathy in communications with customers or colleagues can cost dearly. Being seen as unconcerned or oblivious damages support’s reputation\, makes cooperation with other teams more difficult and less productive\, and encourages customers to distrust or disregard support’s communications. The inability to express empathy also dovetails with the worst stereotypes about people who work in technical support: they’re better with machines\, software\, and code than they are with real\, live humans. \nIn this hands-on session\, participants will learn why IT support professionals – from senior leaders to team members – must learn to express empathy with their customers and with each other. They’ll learn how to use empathetic statements even if the current culture of their organization dismisses or even mocks empathy. They’ll learn to recognize the benefits of an empathetic culture and how to use those benefits to motivate their team members to grow.
URL:https://ewriteonline.com/event/doing-what-doesnt-come-naturally-why-it-support-pros-must-know-how-to-express-empathy-supportworld-live-conference/
LOCATION:Omni Resort at ChampionsGate\, 1500 Masters Boulevard\, Champions Gate\, FL\, 33896\, United States
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