Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value
Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center…
You Can’t Afford Not to Pursue Knowledge Management
Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…
Redefining Knowledge Management
I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…
Doing More With Knowledge Management
KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…
Share the Wealth of Knowledge
Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…
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