Knowledge Management Lessons from the Global 2000

Knowledge Management for Contact Centers

Lessons from the Global 2000

KM can unleash quantum improvements in customer service, support, and sales, and enable strategic objectives like customer experience and loyalty by improving first-contact resolution, first-time sales, cross-sell, and up sell. But KM implementations are prone to failure due to common missteps. Now there's good news! New approaches and best practices have emerged from Global 2000 companies that dramatically increase the odds of KM success. Find these secrets in this information-packed white paper.

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This white paper is part of eGain's comprehensive best practices library. Access other white papers in our library to learn more industry best practices.

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For more than a decade, eGain has been helping businesses provide standard-setting customer service. 24 of the 50 largest global companies rely on eGain to implement multichannel customer interaction hubs that dramatically improve customer experience, service process efficiencies, agent productivity, self-service adoption, and overall contact center performance, while reducing costs. Available for in-house or on-demand deployment, the company's solutions include eGain Service™, the industry's top-rated* customer service software suite and eGain OnDemand™, the industry's first-ever hosted eService software.

* Source: 2005 Forrester Wave on eService and Patricia Seybold Group Bull's Eye Reports on Cross-Channel Cross-Lifecycle Customer Service; overall capabilities, knowledge management, architecture, and analytics

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