| Publisher | Primus Knowledge Solutions | ||
|---|---|---|---|
| Format | PDF, requires Acrobat Rdr 5 | Date added | 01 Dec 2002 |
| Topics | Call Center - Contact, CRM, Decision Support / DW Front End, Business Management, Sales Force Automation | ||
| Downloads | 474 | ||
The most effective knowledge management systems are able to access information from multiple documents and databases, capture it in a centralized knowledgebase, and continually improve it for ongoing use by individuals seeking answers. Typically, these individuals comprise the support agents in customer support environments, as well as the customers, employees, partners, and/or vendors they serve.This paper draws on our decade of implementing knowledge management systems for support organizations large and small to discuss the six best practices to success.
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