99% of consumers say that getting a satisfactory answer is the most important prerequisite to a great customer experience. A robust Knowledge Management System ensures customer service agents are fully equipped to provide the correct answers quickly. This white paper provides a step-by-step guide to building a comprehensive business case for a Knowledge Management System specific to contact centre environments.
A Knowledge Management System saves time (inquiries can be managed faster), reduces cost (less time = less manpower), and improves the customer experience.
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