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 transformation of technical data into seamless customer journeys. With a background in journalism and strategic support roles at 8x8, Joel is an expert in architecting unified support portals that deliver high-impact ROI and ticket deflection.--Want an AI support agent that is insanely reliable without all the setup headaches?Save time and delight customers with Helpfeel's done-for-you deployment and seamless VoC-based optimization.Join 625 leading businesses using Helpfeel to boost margin.Learn more: https://en.helpfeel.com