Knowledge Management For Customer Service Done Right

Customer service managers know that the right knowledge, delivered to the customer or the customer service agent at the right time in the service resolution process, is critical to a successful interaction. When used correctly, deeper knowledge can personalize an interaction, increase customer satisfaction, reduce call handle times, and lead to operational efficiencies. But customer service managers struggle to tame the volume of corporate knowledge that exists in disconnected silos such as knowledge bases, document management systems, social media sites, a company's intranet, and even a company's paper manuals. They struggle to decide what knowledge to port to a knowledge base and what content should be left in its original source while being available to users. They also struggle to understand what knowledge sources are the most accurate, up to date, and complete as well as what business processes they should be following to audit and maintain knowledge.

Agenda:

• Best practices including: organizational structure alignment, how to design a framework for knowledge management, how to create and maintain relevant content, how to empower your customers with usable content, the need to focus on the agent experience, and how to continually improve your knowledge management with feedback and reporting
• In addition, this Teleconference will present two case studies highlighting these best practices in action.

Vendors mentioned: Consona, Coveo Solutions, eGain Communications, InQuira, IntelliResponse, Moxie Software, Panviva, RightNow Technologies, Servigistics