Oracle have released a new White Paper called “Knowledge Management: 5 steps to getting it right the first time”.
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 report sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.
- Define and phase your knowledge management initiative
- Target and tailor your customer interactions
- Foster collaborative knowledge creation
- Analyze your performance
- Think enterprisewide
Author: Megan Jones
Published On: 11th Dec 2013 - Last modified: 3rd Jan 2020
Read more about - Archived Content, Knowledge Management, Oracle
