Liz Herman - Senior Manager of Knowledge, Content, Training at Accenture Federal Services
Knowledge Cast by Enterprise Knowledge
Balancing Technology and Knowledge Management
This chapter explores the essential interplay between technology and knowledge management, focusing on enhancing efficiency while prioritizing human engagement. It underscores the importance of self-service capabilities in call centers to improve customer satisfaction and reduce agent pressure. The conversation also highlights strategies for effective onboarding and continuous feedback to optimize service delivery and employee retention.
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