Customer service and technical support seem to be following Moore's Law of computing: Customer expectations are doubling every 18 months. While this may not be exactly accurate, it does describe the reality of customer expectations that customer interaction centers currently face. Companies today not only have to deal with clients' increasing demands for support and service, but they also have to do so over multiple channels. No matter how great call center or help desk is - if they are not offering support on the Web customers are wondering "why"? Is there an intrinsic problem with this company? Don't they know how to help me on the Web? Why am I not offered the convenience of online support? Customers are increasingly seeking out self-service. This paper explains how this can be achieved using Serviceware's Knowledge Management solution.
Did you find this white paper useful?
25 out of 50 users found this white paper useful
Related white papers
Knowledge Management for Customer Service: Ingredients for Success
As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to...
Knowledge Management and ITIL: Creating the Adaptive Organization
The Information Technology Infrastructure Library (ITIL) provides organizations with a framework for consistent IT Service Management (ITSM) over time. Knowledge Management principles complement and augment the ITIL framework, especially in...
10-Step Strategy for SME Success
Use this framework to capitalize on a re-emergent economy with greater cost control and competitiveness.
Knowledge Management for Call Centres
By any measure, call centres are a growing business, with many large organisations looking to them as the primary way of interacting with their customers.Call centres provide many business advantages,...
The Knowledge Management Imperative
Retention of expertise of key personnel and improved interaction between technology, people and processes continue to drive investments in Knowledge Management (KM) initiatives. Since seventy percent of employees' knowledge is...
Accenture and Essent Transform Knowledge Into Ability With Pioneering Day-in-a-Life Simulation
Essent is a multi-utility group active in the electricity, gas, heat, cable/telecommunications and environment/waste processing sectors, with a local market covering the southern, northern and eastern regions in the Netherlands....
Cisco Advocates on Behalf of Bank of America and Others
Cisco is a world leader in high-tech, but the company is also a leader in high-touch customer interaction. Bank of America boasts the world's largest proprietary network of automated teller...
