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eBookKnowledge is Changing Customer Service

In How Knowledge is Changing Customer Service Esteban Kolsky, a well-known former Gartner analyst and CRM strategist explains the change and how your company can take advantage of this trend:

  • How to leverage knowledge management in customer service to satisfy customers
  • The one thing you must do to ensure effective customer service
  • How to go from FCR to Right‑Time, First‑Time Resolution
  • Three ways to extract and generate knowledge from customer service interactions
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How Knowledge is Changing Customer Service

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