Need Help With Conflicting Customer Support Goals?
By Tom Floodeen on Nov 21, 2011
It seems that every OPS review Customer Support Executives are being asked to improve the customer KPIs while also improving gross margin. This is a tough road for even experienced leaders. You need to reduce your agents research time while increasing their answer accuracy. You want to spend less time training them while growing the number of products and systems being used. You have to deal with increasing service volumes but at the same time you need to focus on creating appropriate service insight. After all, to be a great support center you not only have to be good at answering questions, you also need to be good at preventing them.
Five Key Benefits of knowledge Management in Customer Service will help you start down the path meeting these, and other, objectives. With Oracle Knowledge Products, fully integrated with Oracle’s CRM solutions, you can accomplish both increased service demand while driving your costs down. And you can handle both while positively impacting the satisfaction and loyalty of your customers. Take advantage of Oracle to not only provide you with a great integrated tool suite, but also with the vision to drive you down the path of success.