为什么客服呼叫中心需要知识管理？

They find they can: 他们发现他们能

1. Solve Cases and Incidents Faster更快的解决问题和事件

1-1. 50 - 60% improved time to resolution 降低了50-60%解决问题的时间

1-2. 30 - 50% increase in first contact resolution 首次呼叫解决率提升了30-50%

2. Optimize Use of Resources最大化资源的利用

2-1. 70% improved time to proficiency掌握知识的时间降低了70%

2-2. 20 - 35% improved employee retention降低了20-35%的员工流失

2-3. 20 - 40% improvement in employee satisfaction 20-40%员工满意度的提升

3. Enable eServices Strategy增强E化服务战略

3-1. Improve customer success and use of self-service 提高客户成功和自助服务应用

3-2. Up to 50% case deflection 差不多达到50%的案例偏向（不理解此处意思）

4. Build Organizational Learning建立组织学习

4-1. Provide actionable information to product development about customer issues依据客户问题，反馈可操作的信息到产品研发

4-2. 10% issue reduction due to root cause removal因为根本问题的解决，降低10%的问题产生