Give Customers Access to What You Know
Knowledge bases have long been used to help contact center agents access information more quickly, create a corporate “memory,” and share solutions to customer problems. Today these same knowledge bases are being used to help make contact centers more efficient in another way: through online self-service. “Knowledge management was always about becoming more efficient as an organization — the main selling points may have morphed a little bit, but nothing has really changed,” says Jason Holmberg, a product manager at FrontRange Solutions.
<p>
Read the article at: 1 to 1 : Peppers and Rogers
Similar Posts:
- A Real CRM Strategy or Just Tracking Customers
- Is CRM Technology Living Up To the Hype
- Inside Scoop: You Can Sell Products and Please Customers
- What Is Senior Management’s Role in Cultural Change?
- CRM — Turning Customers Into Clients
Last 5 posts in 1 to 1 : Peppers and Rogers
Related Content ...
- A Real CRM Strategy or Just Tracking Customers
- Is CRM Technology Living Up To the Hype
- Inside Scoop: You Can Sell Products and Please Customers
- What Is Senior Management’s Role in Cultural Change?
- CRM — Turning Customers Into Clients
