Looking back I do not see that much progress in how Customer Service approaches Knowledge Management in the last decade. My working thesis is that there will rise an urgent need for distributing over all the emergent channels.
Found at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.
You have to admit that knowledge management (KM) is hard – it’s hard to explain, hard to implement, hard to do right. It’s not just technology. It is a combination of organizational realignment, process change and technology combined in the right recipe that is needed to make KM successful. And when it is successful, it delivers real results – reduced handle times, increased agent productivity and first closure rates, better agent consistency, increased customer satisfaction. Check out the case studies on any of the KM vendor’s sites to see real statistics.
Read more at Social breathes new life into Knowledge Management for Customer Service | Forrester Blogs.