Call center

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Knowledge management in call centers

Call centers, or their contemporary successors contact centers, are the preferred and prevalent way for many companies to communicate with their customers, but perhaps the greatest challenge of running a call center, is to ensure that customers are provided with the right information in a timely fashion. Knowledge management has a number of practical tools and strategies to meet this challenge but to leverage the potential of these tools organizations must understand how to implement knowledge management especially in their ...

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