The Transformational Value of Knowledge Management for Customer Service and SupportCCA PARTNERS
In order to find the recipe for the ever-elusive ease, Forrester Consulting asked 5,000 consumers (on our behalf) about their biggest pain points in getting customer service. Again from the horses’ mouths, the answers (by far) were lack of contact center agent knowledge and inconsistency of answers across touchpoints, followed by the inability of websites to deliver answers. With a common “knowledge” theme running across the pain points, the panacea is clearly an intelligent and unified omnichannel knowledge management (KM) system.
Done with the right technology, process, people, and best practices, Knowledge Management reduces customer effort, which, in consumers’ own words, creates loyalty!
Beyond this strategic differentiator, KM also enables breakthrough enhancements to operational metrics which not only transforms the contact center but also transcends it in many ways.
Director, EMEA marketing programs
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