TITLE

The Shift to Web Self-Service

AUTHOR(S)
Peery, Bob
PUB. DATE
November 2007
SOURCE
CRM Magazine;Nov2007, Vol. 11 Issue 11, Special section p6
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
The article focuses on the best practices in knowledge management (KM) and its role in an efficient Web self-service. An effective KM is determined through consistency, predictability, and repeatability (CPR) and delivered through a knowledge base that serves as a hub for all communication processes and customer service. Tips on how to attract customers to a Web self-service which includes simplifying content and ease of use are also presented.
ACCESSION #
27376003

 

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