Knowledge Management: 5 Steps to Getting It Right the First Time by Oracle CorporationWelcome, Guest      sign in | register | help


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Knowledge Management: 5 Steps to Getting It Right the First Time
by Oracle Corporation

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Published on: September 01, 2012
Type of content: EBOOK
Format: Unknown
Length: 10 pages
Price: FREE

Overview:

Today customers look to engage with organizations through an increasing number of channels – and expect more from every customer service and support experience. A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact – increasing call and Web session time and frustrating both customers and agents alike. This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.

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