Contact centers often focus on installing the pipes (channels) but not what flows through the pipes (answers/advice/content). No wonder customer and contact center agent experiences have been stuck in a trough for many years.
What are the seven best practices for knowledge management success so you can deliver great customer service? Read research note from Gartner*.
Fill out form to read article
* Gartner, Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service, Drew Kraus, Olive Huang, Gene Phifer, Jim Davies, Mick MacComascaigh, Brian Manusama, Irina Guseva, 9 April 2021