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BtoB

Report: Contact center knowledge bases fail to solve issues

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Billerica, Mass.—Seventy percent of customer service organizations with installed “knowledge base” solutions can't find the information necessary to solve customer issues, according a study from customer experience company Omega Management Group and customer solutions company Coveo.

Among large companies, 43% of respondents said their contact-center data reside in more than 20 different systems.

The online report, “The Knowledge-driven Support Organization and Its Impact on Customer Experience,” was conducted in February and drew 80 respondents with job titles of manager or higher.

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