Guest Post by
Arun Kanojia, Senior Associate Consultant, Infosys
Today, there is a need for Telco's, which are service-focused, to evolve rapidly in order to keep pace with the constant demand for personalized, real-time service delivery to customers.
In the currently changing telecom business, waiting for information, answers and support is a no-no for customers - they want assistance right away. Employees like Customer Service Reps, Field Agents, etc. also need to feel confident that they have access to a current, relevant knowledge base, so they can perform to the customer's expectations.