Strategies for Your Contact Center

2. A common knowledge base. The answers that customers view on your Web site should be the same as those your CSRs use, and also should be used in e-mail replies. Obviously, CSRs will have some information you won’t want to expose on your Web site, but the subset of answers that customers view should be identical to any internal knowledge base. This ensures consistency across all channels and allows you to maintain and manage all your service-related information in a single repository.