From the course: Customer Service: Knowledge Management Video is locked. “ - What challenges do you and your organization face? Whatever they are, knowledge is the common thread that helps you
overcome them. That's good news, really good news, which should get the attention of your colleagues and leaders. I've spent a lot of time with customer service managers and executives. Many of them face the same issues. First, they say, "We're not closing enough tickets quickly enough. "There are too many escalations. "Too few issues are resolved at first contact." Why? Because people are resolving problems that have already been solved because they don't have access to the answers in a
knowledge base. Using knowledge lets agents rely on the collective experience of the organization rather than reinventing the wheel all the time. Another issue I hear is, "We struggle to onboard new staff quickly." I routinely hear it takes agents six to nine months to fly solo, and that's too long. This also… Contents
Which strategy focuses on a number of foreign countries regions each of which is regarded as a standalone market worthy of significant attention and adaptation?Localization (multidomestic) strategy is an extension of the home replication strategy focusing on a number of foreign countries/regions, each regarded as a stand-alone local market worthy of significant attention and adaptation.
Which of the following is a disadvantage of the home replication strategy quizlet?Which of the following is a disadvantage of the home replication strategy? It lacks local responsiveness. It is organizationally complex and difficult to implement.
Which are the two primary pressures Mnes confront Group of answer choices?Formal and informal institutional pressures.
Which structure allows for consolidation on a worldwide or regional basis and reduces inefficient duplication in multiple countries?Global product division is an organisational structure that treats each product division as a stand-alone entity with full global responsiveness. It allows for consolidation in a worldwide basis and reduces inefficient duplication in multiple countries.
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