Blizzard Entertainment (the company behind massively multiplayer online games World of Warcraft, Overwatch, and more) will give us a demo of their KCS environment and share how their support agents are capturing knowledge in the workflow. Sabrina Meditz and Heidi Wanner will walk us through their process and share some ways in which they're measuring success.

As always, there will be time for questions and discussion.

KCS is a registered service mark of the Consortium for Service Innovation.