On the other hand, exceptional customer service can have a far-reaching positive impact. When customers have a good experience with your brand, they’re more likely to continue buying from you. Increasing your customer retention by just 5 percent can increase profits anywhere from 25 to 95 percent. 
Whether you’re a Director of Call Center Operations responsible for a B2C contact center that handles a large volume of calls or a B2B customer service manager overseeing a team that works with strategic accounts, improving the customer experience is no doubt top of mind. And one of the most effective ways to elevate the customer experience is to make knowledge management part of your customer service training and your employees’ daily workflow.

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