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Report eGain The Transformational Value of Knowledge Management for Customer Service and Supp

The Transformational Value of Knowledge Management for Customer Service and Supp

What is the secret to customer loyalty?

What is the secret to customer loyalty? The answer straight from ~50,000 “horses’ mouths” (consumers, that is), per a massive survey conducted by Corporate Executive Board, was: Make it easy to get service. In other words, reduce their effort. This report shows how, with the right tools i.e. technology, process and people, you can reduce customer effort and create customer loyalty.

Report Snap Shot

  • First-Contact Resolution (FCR) 
  • Average Handle Time (AHT) 
  • Average Speed to Answer (ASA) 
  • Annual Training Hours (ATH)

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