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Posted by Kate Leggett on August 1, 2012
66% of customers say that “valuing their time is the most important thing a company can do to provide good service.” A knowledge base is typically used to empower agents and customers with answers to customer questions. But traditional knowledge management is a difficult because of the confusion around the term and its checkered reputation.
Instead of a knowledge base, companies should be investing in a collaborative content hub that looks like this:
It includes the following capabilities:
I see our clients pulling this ecosystem together. Are there any capabilities that you believe should also be included in a content hub?
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