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Posted by Kate Leggett on November 29, 2011
Step 8 of my 10-step program on how to master your service experience is to tame your knowledge problem.
A good knowledge program is one of the foundational elements of a good service experience. Many informational requests can be easily handled using a simple FAQ, which deflects calls from your contact center and keeps your customers satisfied with relevant answers. Agent knowledge that is the same across communication channels guarantees that your customers receive consistent and accurate answers.
But getting your arms around your knowledge assets and maintaining them is hard work. I use a six-step best-practice framework to get you going with knowledge management:
Knowledge management is not a project that has a clear end. It is an ongoing program within a customer service organization that has to be resourced and funded for the long term. How many of you have a knowledge program within a customer service organization?
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