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Knowledge Management

Take a Bow for the Next Generation KM

A next gen KM system should give customers personalized answers related to their preferences and history. Your bank, for example, should know you have a checking account, a savings account, and a mortgage loan. Artificial intelligence helps with this, as it can guide customers to relevant  information by foregoing rule-based systems.

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

The consumer has spoken. Forrester Research asked 5,000 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?