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Knowledge Management: 5 Steps to getting It Right the First Time

White Paper Published By: Oracle
Oracle
Published:  Apr 22, 2014
Type:  White Paper
Length:  10 pages

Today customers look to engage with organizations through an increasing number of channels and expect more from every customer service and support experience.

A strategically implemented knowledge management initiative for both the contact center and Web self-service channels offers a powerful answer to this growing need to do more with less. However, a poorly implemented initiative can have a negative impact increasing call and Web session time and frustrating both customers and agents alike.

Download this ebook to find out more.



Tags : 
customer service, customer satisfaction, knowledge management, best practice