Today’s digital consumers want smarter self-service, and they demand customer service agents to be able to knowledgeably and consistently handle questions and problems upon escalation to human-assisted service. How can a contact center customer service organization pull this off in the age of product and information overload, and ever-changing compliance requirements? How can it ensure consistency of answers and treatment across touchpoints?
It needs next-gen knowledge! Download white paper to learn more about the attributes of next-gen knowledge and real-world stories on how blue-chip organizations are leveraging it to transform service experiences and contact center performance.