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Thought you might be interested in this article: Customer Support Horrors: Verizon Reps Don’t Do Math There’s been a lot of focus lately on improving customer-facing content. Managing the processes that govern such information is the purview of those who preach the customer-centric content management gospel. These professionals are busy. Very busy. Why? Because customer support needs fixed. In most organizations today, support is an island to itself—an inefficient and expensive silo where useful information is often difficult to find, retrieve and use. Providing an easy and efficient way for support representatives to add content to the knowledge base is one challenge. Alerting technical writing and training departments to the need for missing content is another. So too is making immediate corrections to inaccurate content. Escalating business critical errors to managers who have the smarts and… Read the rest: http://www.thecontentwrangler.com/article/1058/

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