Atlassian Summit

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Knowledge-Centered Support at Atlassian

Neil Kenagy, Atlassian

In this session, we will provide insights to knowledge-centered support (KCS) practices, based on Atlassian’s customer support operations. We'll cover the elements of both the solve and the evolve loops in a high-touch, open-communication, rapidly growing support center. We'll also discuss key motivations and measures needed to ensure a balance between responsiveness and online capability.

See the Q&A for this talk and others here.

Presentation video

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About the speaker

Neil Kenagy, Program Manager – Knowledge, Atlassian

Neil Kenagy has over 30 years experience in successfully providing services and support to technology customers. He currently works for Atlassian as Program Manager, Knowledge. He is responsible for leading the effort to ensure customers and Service Engineers remain productive through the generation, distribution and reuse of the knowledge needed to use and support all of Atlassian’s products.

Previously, Neil was the Group Director of Global Support and Knowledge Delivery at Cadence Design Systems.