With multichannel support, roles such as technical support and knowledge engineer are more important, as service desks rely more heavily on their support systems for knowledge and use those systems to collect and maintain content for their web sites.

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Multichannel support involves using various channels (e.g., phone, email, chat, social media) to provide customer service, which increases the reliance on support systems for knowledge management and content maintenance. Technical support and knowledge engineers play crucial roles in ensuring these systems are effective and up-to-date, making them more important in a multichannel support environment.

With Multichannel Support, Roles Such as Technical Support and Knowledge