Special Report: Knowledge Management for a Higher CX Standard
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The days of consumers tolerating whatever support is available to them, wherever brands chose to offer it, are long over. Today’s consumers seek relevant, personalized information in the format and channel of their choice. They also seek unwavering consistency, ensuring that they receive the same stellar experience at all phases of the journey.
Many companies are not meeting this standard, and ineffective knowledge management is often the culprit. Beyond having the wrong technology, many companies have ineffective (and even non-existent) strategies for leveraging knowledge to boost self-service quality and agent productivity.
This special report will uncover a next-generation approach to knowledge management: one that makes customer centricity a reality in every interaction, at every touch point. Topics include:
- Top 3 customer demands, and how they impact knowledge strategy
- Five ways existing knowledge management initiatives are falling short
- Five steps to rethinking knowledge management as a driver of customer and employee centricity
- Eight signs of an effective knowledge culture
- Keys to driving better self-service and more interactive agent-led engagement
