Developing a Knowledge-Based CCC
There are two important developments that should be followed as concerns knowledge-based CCCs: the emergence of CCC knowledge management analytical tools that will provide powerful customer reports (e.g., which customers are contacting you when, and about what) as well as internal efficiency reports (e.g., how effective is your knowledge base and which areas need to be enhanced), and the emergence of truly multilingual CCCs.
Things to look for in a knowledge management solution include:
Speed
Flexibility of usage
Open data model
Accuracy
Multiple hardware platforms and operating system environments
To get started on the development of knowledge-based CCC:
Analyze the quality and quantity of interactions with your customers across different access methods.
Compare the interaction costs across the different access methods.
Analyze the available resources and infrastructure to support a knowledge-based CCC.