As a provider of knowledge management and customer relationship management (CRM) software, RightAnswers (News - Alert) attends to the needs of organizations looking to reduce customer strategy costs, but increase the level of its CRM effectiveness. The company recently conducted a webcast to provide thought leadership in the area of the customer experience, and how best to leverage a knowledge management solution in this regard.

The recent webcast from RightAnswers explored the key capabilities of knowledge management solutions in the cloud, specifically. As the cloud is all the rage right now for organizations hoping to streamline their customer access points, this webcast discussed how implementing a mobile knowledge management solution can help contact centers centralize knowledge data and keep information streamlined and available for agents.

James Thurchak, product manager for RightAnswers, was joined by Brett Norton, product manager as well, and led the discussion surrounding how a mobile knowledge management solution in the cloud can impact customer service, and what kinds of challenges can arise for organizations looking to make the move.

The company noted that “effectively managing challenges with greater speed, accuracy and consistency is one of the most important elements in creating an atmosphere where your call agents can thrive and provide your customers an excellent customer experience every time.”

The panelists explored how to operate a secure knowledge management solution in the cloud, how to provide the ability for employees to access information on demand, and how to share information amongst agents.

Register here to gain access to the full webcast.

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Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Tammy Wolf