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Research Note from Gartner

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*.

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* 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