> Oracle > Knowledge Management: 5 Steps to Getting It Right the First Time

Knowledge Management: 5 Steps to Getting It Right the First Time

Published By: Oracle
Oracle
Published:  Nov 27, 2013
Length:  10 pages

Today customers look to engage with organizations through an increasing number of channels and expect more from every customer service and support experience.

As a result, connecting customers quickly and efficiently with the information they need has become doubly important: both as a means to reduce service costs in a harsh economic climate, and as a key battleground in the drive to establish competitive differentiation and edge.

A strategically implemented knowledge management initiative for both the contact center and Web self service channels offers a powerful answer to this growing need to do more with less:

Reducing average call times and volumes, and customer service costs

Increasing contact agent productivity and customer satisfaction

But while a carefully implemented knowledge management initiative can transform customer service experiences and organizational efficiency, a poorly implemented initiative can have a negative impact increasing call and Web session time and frustrating both customers and agents alike.

This eBook sets out 5 simple steps for optimizing customer service and support with an effective, best-practice-led knowledge management initiative.



Tagscrm best practices, crm software, customer data management, customer experience & engagement, customer relationship management (crm), lead generation, lead management, lead nurturing