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Knowledge-Driven Customer Service

Published by: Jupiter Research Corporation

Published: Mar. 24, 2008 - 4 Pages


Table of Contents


The makeup of knowledge management (KM) deployments has not significantly changed during the past several years, indicating a lack of importance placed on this critical foundation of customer support operations.
Key Question - What percentage of service organizations have a knowledge-driven support operation in place?
Key Question - Which factors are driving the increased breadth and sophistication of knowledge-driven service requirements?

Abstract

The makeup of knowledge management (KM) deployments has not significantly changed during the past several years, indicating a lack of importance placed on this critical foundation of customer support operations.

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