Help Keep Customers Data Safe

http://ow.ly/6kRUz

Article by Tony Kavanagh published on 1to1 media website.

This article discusses using knowledge management, and enterprise content management in conjunction to help keep personal data safe.

As the author states, "Enterprise content management (ECM), which manages content centrally, is the first step in any powerful customer-centric initiative designed to address immediate customer needs and provide solutions. However, any strategy that aims to improve the information delivery should also incorporate knowledge management (KM). ECM on its own does not address how to quickly find the most relevant information in context of the inquiry."

The author lists five key essential points to address, as follows:

1. Keep the self-service pages of the corporate website up to date;
2. Inform social forum users of product issues;
3. Connect contact center agents immediately to marketing and public relations to find the latest official statements;
4. Eliminate cross-departmental knowledge silos;5. Set up and follow a clear hierarchy to properly escalate inquiries from customers and prospects.