Knowledge Management in Customer Service Report

Printer-friendly version

Posted in

Customer Service

Knowledge is the cornerstone of consistent customer service and customer experiences across channels and devices, yet many organizations today are still struggling with this key foundation.

While customer service should be at the forefront of every customer experience initiative, a dated perception of service as a siloed cost center and a job for a few has limited respect and investment. But emerging customer experience leaders are elevating customer service and customer-centricity as a value center and a job for everyone in the organization — and doing the same with knowledge.