Is your business investing in knowledge management?

Posted by Rachel Brink on Dec 3, 2015 8:47:59 AM

As mobile device adoption continues to rapidly expand, and consumers increasingly demand fast and effortless engagement with the businesses serving them, web self-service (through online knowledge bases) has quickly become one of the most popular and sought after customer service touch points. As a matter of fact, Forrester recently conducted a study, which revealed that web self-service is now the most commonly used communication channel for customer service—the first and only channel to exceed phone in history.

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Topics: customer service, call center, knowledge management, knowledge base, web self service

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