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Surpassing Customer Expectation with Exemplary Knowledge Management Tools
Providing precise and timely information to customers through call center agents, web self service and
eservice is the norm in today’s business environment.
Applying appropriate...
More
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Surpassing Customer Expectation with Exemplary Knowledge Management Tools
Providing precise and timely information to customers through call center agents, web self service and
eservice is the norm in today’s business environment.
Applying appropriate methods to deliver
satisfactory customer service experience leads to achieving business goals and accruing enriching
opportunities.
Customers are dominant figures with their involvement right from providing suggestions
and rating the service levels to expressing their grievances and sharing reviews.
With the customers being such an important part of business it is evident that sharing of knowledge and
its practical application has to be impeccable.
In a traditional setting content was written by those who
did not encounter live experiences with the customer.
Thus it could barely fulfill the requirements of the
customers.
The agents more often were stumped and their suggestions could not help in resolving issues.
When agents inter
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