Blog Posts Tagged: knowledge base

5 Ways to Kill Customer Service Costs (Without Wounding Customer Experience)


Contact centers and customer support organizations are always pressured to cut service costs. This is especially true during these difficult economic times. Unfortunately, cutting costs without taking the customer experience into account is a recipe for disaster. The contact center outsourcing craze many North American companies recently went through is a prime example of this. [...]

Traditional Search – Not Enough for Agents?


We’ve been pouring over the recent Forrester report (The Forrester Wave: CRM Suites Customer Service Solutions, Q3 2010, July 19) which talks to the evolving trends in the service and support landscape, and noticed their comment on KM tools.