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Choosing the Right Solution: Knowledge Management for Customer Service and Support

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Choosing the Right Solution: Knowledge Management for Customer Service and Support
In the customer service environment, an effective knowledge management solution combines troubleshooting and resolution documentation, case histories, and customer information into a single, searchable repository with tools for workflow management, content collaboration, and reporting.

With customer service agents spending a majority of their customer interaction time searching for solutions, effective knowledge management allows these agents to reduce search time, increase solution accuracy, and provide a more consistent customer experience.

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