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Posted by Kate Leggett on April 7, 2011
The right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When done correctly, knowledge personalizes an interaction, increases customer satisfaction, reduces call handle time, and leads to operational efficiencies.
Embarking on a knowledge management project is hard. Concerns include:
In my "Best Practices: Knowledge Management For Customer Service" report, you will find six categories of best practices to follow with more than 40 best practices statements.
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