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.
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Read the article at: 1 to 1 : Peppers and Rogers
