6 Best Practices from the Global 2000

November 2006
CRM Magazine;Nov2006, Vol. 10 Issue 11, Special section p4
Trade Publication
This article offers a look at best practices for implementing knowledge management (KM) in customer service. KM delivers positive return on investment in several areas such as revenue through upsell and cross-sell, call handle times and training time. The importance of starting with the right team to a successful KM implementation is discussed, as well as the pitfalls in KM implementations.


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