TITLE

Wise Guide

AUTHOR(S)
Bailor, Coreen
PUB. DATE
June 2007
SOURCE
CRM Magazine;Jun2007, Vol. 11 Issue 6, p34
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article discusses the knowledge management (KM) initiative, which provides customers with prompt answers and boosts the ability of the customer service representative (CSR) to quickly track down answers for customers. KM also strengthens service experience and customer satisfaction while lowering customer care costs. Customer forums allow customers to offer invaluable insight into products and services that are, or are not, running effectively. INSETS: Meta FAQs;Information Overload.
ACCESSION #
25310731

 

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