Get the Right Information to the Right Person at the Right Time
sponsored by KANA

Customer service has always been one of the major hallmarks of any successful, end-user-oriented enterprise, but as customer service best practices have changed with technology, many organizations have failed to keep up. In the era of automated mobile access, there is a consumer expectation that much customer service can be done through self-service -- channels that don't require waiting in line for the next available agent. But knowing when to inject human interactions -- more traditional customer service -- is a balancing act that many organizations have trouble mastering.

In this white paper, explore the changing face of customer service knowledge management (CSKM) and how query and knowledge management can make or break your organization. Read on for more information on mobile self-service, multi-channel service strategies, and CSKM best practices.

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