Articles by Kate Leggett
Six KM best practices to enhance customer service
What Makes Self-Service Really Work?
A recent Forrester study showed that more than a third of companies rate their self-service capabilities as below average to poor. These findings are confirmed by a recent KANA-IBM study of online service capabilities, which showed that 95% of websites couldn't answer a simple question, and only 6% offered escalation to email. What makes some companies successful at self-service...