//October

The Impact of Next Generation KM on the Contact Center

New Technology Solves an Old ProblemBy Lori Bocklund, President, Strategic Contact, Inc. Knowledge Management (KM) may be the single most impactful technology to help centers address key goals: Reduce workload through greater self-service and shorter handle timesImprove First Contact Resolution (FCR) rate, and with it, the customer experienceEnable agents to handle increasingly diverse and complex contacts without extensive training and specialization […]

By |2019-04-16T20:14:18+00:00October 23rd, 2018|Categories: Knowledge Management|Comments Off on The Impact of Next Generation KM on the Contact Center

Industry Trends Highlight the Cloud KM Opportunity

New Technology Solves an Old ProblemBy Lori Bocklund, President, Strategic Contact, Inc. In spite of rumors to the contrary, the need for agents is as strong as ever. Contact Centers are planning for growth (agents!), even as the Artificial Intelligence hype train rambles on. Strategic Contact’s technology survey[1] shows growth as a top driver for acquiring technology for 40% of participants. In addition, 58% seek to fill feature/function gaps – and KM is undoubtedly a big one. […]

By |2019-04-16T20:14:18+00:00October 17th, 2018|Categories: Knowledge Management|Comments Off on Industry Trends Highlight the Cloud KM Opportunity

Qualities of an Incredible File Search Engine

We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices. It’s by leveraging these best practices that you’re able to get your company’s file search engine closer to the power of a World Wide Web search like Google. […]

By |2019-08-13T17:28:11+00:00October 1st, 2018|Categories: Ask The Expert, Group Content Sharing, Knowledge Management, Learning Community|Tags: |Comments Off on Qualities of an Incredible File Search Engine
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