Best Practice Report

Best Practices: Knowledge Management For Customer Service

Use Knowledge To Power Personalized Customer Experiences

March 25th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

Customer service managers agree that the right knowledge, delivered at the right time in the service resolution process, is critical to a successful interaction. But they struggle to tame the volume of corporate knowledge in disconnected silos. This report defines six key KM strategies for customer service and describes more than 40 tactics to make them stick. Use the self-diagnostic tool in this report to pinpoint your best opportunities for success and determine the pitfalls to avoid.

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