PUBLIC MARKS with tags "knowledge management" & cs&s

"Customers, stakeholders, and other departments notice as agents provide faster and better answers, close cases, and convert problems to repeat business. All this comes from access to knowledge that always existed but couldn’t be retrieved, and the empowerment to forward newly processed data to other agents – as in cases moving from support to sales with satisfied customers interested in additional offerings. Software liberates or enslaves. We like the kind we create (the liberating kind)."