7 Ways How Knowledge Management Improves Call Center Productivity
Knowmax
NOVEMBER 13, 2022
The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax.
Knowmax
NOVEMBER 13, 2022
The post 7 Ways How Knowledge Management Improves Call Center Productivity appeared first on Knowmax.
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 do we continue to learn and evolve our knowledge so it’s relevant?
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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. But at what cost?
CCNG
JANUARY 10, 2024
Information that can be updated and delivered instantaneously by an agent to a customer looks like a productivity boost as well as a driver of positive customer experiences. Mitigating Risk Mitigating risk is a top priority for leaders today since class action lawsuits are a real possibility when there is a problem with a product or service.
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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.
CCNG
MAY 17, 2023
Our company has already started exploring what ChatGPT can do to enhance the way we deliver answers to customers to make our knowledge management system even easier to use and manage. The governance framework should have clear controls to ensure only authorized personnel can edit, review, comment and publish knowledge.
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