Summary
Customer Relationship Management
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Extract
Knowledge-enabled support delivery across channels and languages.
Most customer support organizations invest heavily in training and skills development to increase the effectiveness of the agents and technicians who provide after-sale customer support. Despite all good intentions, the payoff from these "soft" investments will always be bounded by three hard limits:
* Work hours. Investments in agent training can only pay off during working hours. When agents are not at work, their expertise is not readily available. * Turnover. When agents leave and are replaced by inexperienced workers, the pay-off from training investments is obliterated. * Language. Agents can only help customers who speak their language or lang...See the full content of this document
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