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Knowledge Management: 5 Steps to Getting It Right the First Time

Cover

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.

Vendor:
Oracle Corporation
Posted:
18 Sep 2012
Published
01 Sep 2012
Format:
PDF
Length:
10 Page(s)
Type:
eBook
Language:
English

This resource is no longer available.