The consumer has spoken
Over 5,000 consumers told us in a survey that the biggest hurdles to good customer experience are “contact center agents are not knowledgeable”, “different agents give different answers”, and “I can’t find answers on the company website”. The reason? Legacy knowledge management (KM) systems are failing to deliver answers and disconnected and disparate knowledge silos create chaos for the business and the customer. The solution? Next-gen knowledge.
What are the characteristics of next-gen knowledge? How are Global 1000 innovators leveraging next-gen knowledge to transform customer service? What has been the payoff for them and their customers? How can you get going with next-gen knowledge?
Download eGains Whitepaper to find out!