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The Knowledge Management Dilemma: Knowledge Management in the Contact Center

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Uploaded on Nov 2, 2011

http://www.astutesolutions.com/realdi... -The list of contact center service inhibitors is extensive: agent turnover, ever-changing product information, limited training resources, disparate systems...it goes on. These challenges prevent your agents from consistently delivering high-quality experiences. And they prevent you from being able to improve efficiency or reduce costs.

With Astute Solutions' knowledge management solutions, RealDialog Agent Assist, your agents have instant access to a "virtual expert" while serving customers. Whether querying the system from within their CRM system or outside of the desktop, RealDialog Agent Assist delivers a direct answer, while pointing to any type of existing content relevant to enhancing the response for voice, email, and chat interactions. Watch and learn how our contact center knowledge management solutions work to ensure your customers or your employees receive the information they need, when they need it. http://crm.astutesolutions.com/km-con...

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