Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience.
As a result, connecting customers quickly and efficiently with the information they need has become doubly important: both as a means to reduce service costs in a harsh economic climate, and as a key battleground in the drive to establish competitive differentiation and edge.
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:
• Reducing average call times and volumes, and customer service costs
• Increasing contact agent productivity and customer satisfaction
But while a carefully implemented knowledge management initiative can transform customer service experiences and organizational efficiency, 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.