Multidimensional Knowledge Management: The Rule-Changing
Approach to Improving Customer Experience and Contact Center
Tuesday, March 18th, 2008 — 11:00 am PT / 2:00 pm ET
REGISTER NOW for this complimentary webcast
The use of knowledge management (KM) in the contact center can help improve customer experience, service quality, and contact center productivity. However, KM-enabled value creation has been hampered by flat, one-dimensional approaches, where the focus has been only on one of three critical dimensions – content, access and process.
A new, multidimensional approach to KM spans these three areas, while integrating them end to end.
This approach maximizes the business value of KM through increased agent and end-customer adoption, content performance, service level compliance, best- practice customer interactions, agent productivity and service process efficiencies. Join KMWorld, Jupiter Research and eGain Communications Corporation in a live, online seminar on
March 18,2008 to learn more! The webinar will also include trends in single-channel and multichannelknowledge management, based on Jupiter’s most recent research.