While CRM and help desk applications automate key processes around case management, the problem resolution process still consumes over 80% of ongoing support costs. Cost savings reside in the ability to resolve issues efficiently and reduce escalations. Knowledge-Centered Support (KCS) is a set of practices that empowers agents and drives self-service by capturing, reusing and enhancing knowledge directly in the process of delivering service and support. In fact, the Help Desk Institute (HDI) - the world's largest membership association for service and support - has selected KCS as its best practice for knowledge management.
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