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Knowledge Management: Tactics to Improve Contact Center Efficiencies

Published by: Jupiter Research Corporation

Published: Jun. 10, 2003 - 4 Pages


Table of Contents




Abstract

In a recent Jupiter Executive Survey, 56 percent of respondents said they had deployed a "knowledge base" for storing customer support content. However, less than one-quarter of these deployments (22 percent) are common across all support applications and touch points, indicating an absence of centralized knowledge-sharing.
Key Questions
What are the tactics critical to the success of contact center knowledge management (KM) deployments?
How should a KM effort be staffed?
How should the success of a KM deployment be measured?
Lead Analyst: David Daniels
Contributing Analysts: Matthew Berk, David Schatsky


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