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Customer Service KM Evaluation Framework
How to Evaluate Knowledge Management-Based Solutions
July 10, 2008
By:
Mitchell Kramer
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Executive Summary:
Knowledge management-based customer service products can help you deliver answers and solutions to your customers and agents through your implementation of their content management and search facilities. We’ve developed a framework for evaluating knowledge management-based customer service products. The framework has these nine top-level evaluation criteria: cross-channel cross-lifecycle support, knowledge management, UI, search, escalation, analytic functionality, architecture, product viability, and company viability. In this report, we describe these evaluation criteria in detail. In future reports, we will offer our framework-based evaluations of specific products and services.
Read a sample of this report.
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| Pages: 17 |
| Format: PDF |
| License: Single
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