According to years of research by TSIA, knowledge management solutions for customer service & support have a poor track record of success. Although a new KM program may get off to a great start, by year two, interest and resources begin to wane, content grows stale and unreliable, and both employees and customers click elsewhere for information.
Two technologies are reversing this trend: unified search, which connects to many sources of information, and analytics, which provides a way to monitor knowledge use and optimize results for agents and customers.
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Companies launching a new KM product and/or process, considering a new customer self-service portal or community, or trying to keep a mature program going would benefit from understanding how analytics can be used to improve knowledge management success.Learn More About The Coveo Intelligent Search Platform
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