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Special Report: Transforming Customer Service With Next-Gen Knowledge Management

Encounters of the Best Kind With Customer Service

Everyone has an encounter with customer service at one time or another, but some of these experiences are better than others. What might the perfect customer services experience look like? Intuitive could be one answer to this, but intuitive can easily mean different things to different people. What’s perfectly obvious to you might not be even slightly obvious to me...

Transform Customer Service With Next-Gen Knowledge: Why and How

WHY KNOWLEDGE

The consumer has spoken. Forrester Research asked 5000 of them, “What created the biggest pain when you contacted a business for customer service?” They answered—lack and consistency of agent knowledge, followed by the difficulty of finding relevant answers on company websites. So what is driving this dissatisfaction?...