Lack of knowledge among staff is the biggest pain point in customer service according to a recent consumer survey (conducted by Forrester Consulting).
Ashu Roy (eGain CEO) states that staff “need to have 30-pound brains to be able to handle the breadth and depth of today′s customer issues…the only viable solution to this challenge is smarter knowledge that can guide them quickly and accurately to answers and through processes.”
Sue from our Connections team explores why Omni-channel development is a key cornerstone of customer experience in her article on Omni-Channel Knowledge Management.
At Connections we have extensive experience in step-changing use of knowledge by both customers and staff so that it can be smart enough to overcome today’s challenges. We’re experts on working on both customer-facing and internal knowledge management programmes.