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Industry Articles
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Outsourcing: Can it help your knowledge
base?
by Francoise Tourniaire
Now, there’s no such thing as perfection. But would you say
that your knowledge base includes the latest information uncovered
in the support center? Is it pretty complete, with no gaping holes?
Are users spared the chore of having to sift through old documents
to find what they need? And what about the documents themselves? Are
they easy to read? Easy to understand?
Full
Article
Managed Services for Real-Time Communications
by Ron Nicholson The
move to voice over IP (VoIP) and real-time communications is on the
rise as companies realize the financial and productivity benefits
of consolidating voice and data applications onto the same network.
But the use of VoIP networking technology comes with its own set of
technical hurdles and managing it requires a certain level of expertise
and the right monitoring tools to ensure consistent high quality.
Full
Article
Customer Self-Service: Bringing Corporate
Knowledge to the Web
by Bo Weingaertner, Technical Marketing Director-
Primus Knowledge Solutions, Inc.
Primus Knowledge Solutions and the Primus Answer Engine implementation
at FrontRange Solutions offer solid proof that if you build web self-service,
customers will come. Primus and FrontRange will discuss web self-service
at FrontRange and why access to corporate-wide knowledge with Primus
Answer Engine has made a difference.
Full
Article
Delivering Superior Service: The Critical
Role of Interaction Routing in Multimedia Customer Service
by Ralph Breslauer, Executive Vice President, Sales and Marketing
- Concerto Software, Inc. Under the burden of heightened
customer expectations, service desks are being called upon to manage
interactions across a broader range of channels than ever before.
While the multimedia help desk is the logical next step for the service
and support industry, several challenges remain before it can deliver
on its promise.
Full
Article
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