The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
All customer contact call centers are in essence knowledge inventory operations. This is the central point behind the concept of knowledge centered support. Customers request access through any of several possible channels. Some channels are significantly more efficient, and therefore more profitable than others. The challenge for senior management is to properly align the strategy, process, people and technologies of the contact center and to set policies and priorities regarding those access channels to ensure the greatest profitability returns.

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