Knowledge Management

Knowledge management (KM) has become an important part of a contact center’s tech stack. In fact, according to Contact Center…

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater…

I RECENTLY SPOKE WITH A NEW CLIENT ABOUT HIS GOALS FOR SUCCESS WHEN PLANNING THE IMPLEMENTATION OF A NEW CRM…

KNOWLEDGE MANAGEMENT (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among…

Do your customers and agents sometimes feel like research analysts? Are they spending too much time searching for answers? Does…