KNOVA White Paper

A Modern Approach to Improving Customer Support: Leveraging the Concepts of Web 2.0 for Self-Service and in the Contact Center

The world has changed. Top down command and control models are obsolete. Today, the road to success means empowering customers with Web 2.0 technology and then enabling users to manage their own experiences while simultaneously contributing back content and knowledge beneficial to all. What does this mean for the business of service & support?

Tags: CRM, Service Management, Service Resolution, Support Management

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