Matt Moore <innotecture@...>
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Can't remember if I responded to this. My former employer - Panviva - focused on knowledge management in contact centres in financial services orgs (esp. health insurance & banking). They have some case studies that indicate the kinds of improvements that you can generate.
I would imagine similar vendors like Verint Kana and eGain can also provide metrics.
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On Jun 8, 2017, at 10:42 PM, joanna_pierce@... [sikmleaders] <sikmleaders@...> wrote: