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Knowledge Management in Customer Service Report

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Customer Service

Knowledge is the cornerstone of consistent customer service and customer experiences across channels and devices, yet many organizations today are still struggling with this key foundation.

While customer service should be at the forefront of every customer experience initiative, a dated perception of service as a siloed cost center and a job for a few has limited respect and investment. But emerging customer experience leaders are elevating customer service and customer-centricity as a value center and a job for everyone in the organization — and doing the same with knowledge.

2015 U.S. State of Multichannel Customer Service Report

Posted in

Customer Service

As customer service and customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels.