Knowledge Management: 5 Steps to Getting it Right the First Time
Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less.
However, a poorly implemented initiative can have a negative impact - increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
Customers have more choice than ever when it comes to using communications and digital services. Operators want to get as large apiece of a customer's digital spend as possible. To do so they need to examine how they are engaging with their customers and review if they have the systems in place that will drive personalized and relevant customer engagement. Learn More and Download Today!