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Knowledge Management: 5 Steps to Getting It Right the First Time

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Executive Summary

Today customers look to engage with organizations through an increasing number of channels - and expect more from every customer service and support experience.

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.

This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.

  • Format: PDF
  • Size: 1220.02 KB