CCNG
MARCH 22, 2023
In a recent CCNG member Town Hall event, members Vicki Brackett and Kevin Zyskowski led a discussion on improving employee engagement. Use this link to view and listen to this entire CCNG Member Town Hall event on the CCNG BrightTalk channel. for livepro®– a state-of-the-art CX Knowledge Management System.
CCNG
SEPTEMBER 27, 2023
DO MORE WITH LESS There is a difference between a knowledge base and knowledge management systems. A knowledge management system can be used with all agent channels and should have an AI component. The best knowledge management system should be built for contact center agents. It’s here to stay, and it will get better over time.
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CCNG
JANUARY 10, 2024
The only way to keep the information in compliance, mitigate risk, have a robust audit trail, and keep the information accurate—and in a way that can be managed by operations—is through a knowledge management system. A knowledge management system is different than a knowledge base. Heightens customer confidence.
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. It’s not about a basic set of FAQs that customers can access through self-service.
CCNG
JULY 27, 2022
Call centers derive metrics at the agent and center levels to gauge the overall effectiveness of agent teams regarding performance, productivity, and other customer satisfaction-related activities. Operations managers monitor key performance indicators (KPIs) to assess agent efficiency.
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