knowledge 
CCNG
FEBRUARY 14, 2024
Recently, it became obvious to me that the definition of knowledge management has also evolved—and in a big way. The question is, have our contact centers kept up with this knowledge evolution? Today, that's known “knowledge.” Some companies have built their own proprietary knowledge bases.
CCNG
SEPTEMBER 27, 2023
Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. The best knowledge management system should be built for contact center agents.
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CCNG
JANUARY 31, 2024
According to a recent APQC Survey, 38% of leaders are now recognizing that managing knowledge is a strategic asset within the organization. The way a company manages knowledge is critical to the ability to pivot, drive, and sustain a growing company. How does the knowledge we tap into need to change within the evolving workplace?
AWS Machine Learning
APRIL 8, 2024
At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. Virginia) and US West (Oregon).
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
Customers who share stories, knowledge, and experiences with other customers or prospects are more effective and authentic than traditional marketing programs. It follows that community-based advocacy programs can produce tremendous value and have a transformative impact on both the community and host company.
AWS Machine Learning
MARCH 1, 2024
At AWS re:Invent 2023, we announced the general availability of Knowledge Bases for Amazon Bedrock. With a knowledge base, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data for fully managed Retrieval Augmented Generation (RAG).
AWS Machine Learning
FEBRUARY 29, 2024
Knowledge Bases for Amazon Bedrock allows you to build performant and customized Retrieval Augmented Generation (RAG) applications on top of AWS and third-party vector stores using both AWS and third-party models. In this post, we demonstrate how to build a RAG workflow using Knowledge Bases for Amazon Bedrock for a drug discovery use case.
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
Join us to learn: How to integrate your knowledge base (and KCS) with your community. Vanilla’s Head of Community, Adrian Speyer leads the panel to uncover and discuss their common initiatives and their individual journeys to success. How to establish a successful ambassador program. The best community advice our panelists have ever gotten.
Speaker: Jim Rembach, President of Call Center Coach
You have to obtain knowledge and learn from multiple sources to be successful. Keeping up with constantly changing contact center technologies, economic issues, business issues, and personnel issues requires you to become skilled in a wide range of areas.
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A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.
Speaker: Mike Ellis
In fact, it's something you already have the institutional knowledge to achieve. Adapting to a successful community may seem like taking on a bigger workload, but the same onboarding strategies CSMs use every day are ideal for community onboarding too. Running a successful customer community should not be some big and scary initiative.
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When turnover runs rampant in the contact center, institutional knowledge is lost, productivity drops, the quality of service decreases, and employee engagement and morale go down. Agent attrition has always been a burden on a company’s bottom line.
Advertiser: Vanilla Forums
The following pages will provide you with the knowledge needed to make the best decisions for your enterprise organization. Examples of enterprise organizations who have seen success with their communities. Not every online community is built or equipped with enterprise intentions.
Speaker: Sam Hahn, VP of Technology & Technology Evangelist, eGain Corporation
If AI is a red-hot topic, AI and knowledge management for contact centers is white hot! To say that there has been a lot of hype around AI is an understatement. However, only 4% of respondents said they had even deployed AI, let alone get business benefits from it, according to a Gartner survey.
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