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Best Practices in Knowledge Management for Customer  Experience

KM World    Aug 2014   

Much of this important information is locked in siloed systems within the technology stack. That information is fragmented, comes in many different formats, and is nearly impossible to correlate, rendering it not as useful as it could be.

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Aug 2014

Knowledge Management Will Transform CRM  Customer Service

Michael Maoz    Mar 2014   

CIOs can reduce customer support costs by 25% or more when a proper KM discipline is in place.

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Mar 2014

Are Two Calls Too Many in the Eyes of the Customer?

Carlisle & Gallagher    Dec 2013   

Unresolved customer concerns can lead to less business and customer loss in 63% of cases.

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Dec 2013

Forrester Top 15 Trends For Customer Service in 2013

Kate Leggett    Jan 2013   

Knowledge Management Is Becoming The Jewel In The Customer Service Crown.

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Jan 2013

Optimizing Customer Service through Knowledge   Management

Accenture    2012   

To improve the customer experience, it is critical for organizations to address these problems through an accurate, accessible and easy-to-maintain knowledge base.

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2012

The Social Economy: Unlocking value and  productivity through social technologies

Michael Chui et al    July 2012   

Improved communication and collaboration through social technologies could raise the productivity of interaction workers by 20 to 25 percent

Read More →

Jul 2012

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