The eBook How to Make Customer Service KPIs Soar reveals five best practices used by top-performing organizations to boost CSAT, self-service success, and resolution times. It highlights that relevance—delivering the right answers at the right time—is the foundation. Leaders achieve this by aligning IT with customer service ownership, deploying multiple machine learning models like re-ranking and type-ahead, and indexing five or more content sources for unified search. Success does not require a fully mature KCS program; even new initiatives can deliver impact. Finally, driving adoption through clear communication and change champions ensures agents embrace new tools, leading to sustainable improvements.

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