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.

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