Knowledge Management to Optimizing the Overall Customer Experience
Implementing knowledge management in the contact center can have a profound effect on the quality and
efficiency of your service operations.
Implementing knowledge management, however,...
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Knowledge Management to Optimizing the Overall Customer Experience
Implementing knowledge management in the contact center can have a profound effect on the quality and
efficiency of your service operations.
Implementing knowledge management, however, requires careful
planning and its success depends on an implementation with targeted goals and the development of
knowledge that is closely aligned with customer service consulting.
Plan the Implementation Strategy the Right Way
Knowledge management is not only a technology implementation; it is a deep cultural transformation in
people, processes and tools.
As a result, you need an implementation team that can ensure development of
high quality knowledgebase content and rolls out a realistic plan.
Management will need to understand the
relevance of knowledge management and how it contributes to business goals.
Knowledge management must
be viewed as part of the vision for optimizing the overall customer experience and empowering the s
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