Creating a Foundation for eKnowledge in Your Call Centre

In association with
28th Mar 2006

While self-service has become a top priority for customer service executives, knowledge management (KM) has also become a key foundation for enabling this. Meanwhile, consumers increasing prefer to use self-service channels for tasks such as managing their mobile phone accounts, booking and checking in to their airline flights, researching high-end purchases, and troubleshooting consumer electronics and other high-tech devices.

For businesses, the value proposition is clear: offer a better customer experience, achieve greater staff efficiency, lower costs by sharing and reusing corporate content and know-how, and even gain the ability to sell more goods and services by understanding what customers want – and when they want it. This White Paper looks at these trends, the evolution of knowledge management, and the emergence of a new approach to KM within call centers that offers to address a number of traditional limitations while embracing a new world of more loosely coupled and ad hoc processes, more sophisticated users, and a broader range of "support" applications. By Allen Bonde Group, Inc sponsored by OutStart

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