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If you like this article, subscribe to our email newsletter that helps you learn about AI and knowledge management. Join the 1000s of execs, CX leaders, and KMs who get insights in their inbox every 1-2 weeks. You won’t be disappointed! *** Picture your contact center as a sports team, striving...
Picture this scenario of the relationship of AI in knowledge management: a bustling contact center, where customer inquiries are swiftly resolved with unrivaled precision and personalized care. What powers this extraordinary transformation? The answer lies within the ingenious confluence of...
In this benchmark report, we present data reflecting the views of customer experience (CX) leaders who attended Call and Contact Center Expo in Las Vegas, NV from April 26-27, 2023. Participants completed a written survey asking about their contact center priorities, challenges, the future, and...
It’s an exciting time in the world of knowledge management. You have a monsoon of knowledge-related data like never before; these essential skills for knowledge managers can help you make sense of all this data to improve your organization’s knowledge. The job growth rate for knowledge...
As a knowledge manager, you always have a lot to learn! Taxonomy management, frameworks, new breakthroughs in natural language processing—it helps to connect with other knowledge managers to learn and apply these concepts to give your organization an edge. But you don’t have to go in alone. In...
To survive in a world filled with data, you must run a knowledge-driven business. To boost productivity and customer satisfaction, you need employees and leaders to understand why quality knowledge impacts everyone. To begin this conversation, you don’t have to go in alone. A knowledge...
Ecommerce sales around the globe are expected to account for over a fifth of all retail sales by the end of 2022—which means support teams must handle a huge volume of calls in Q4 and Q1. No matter what business you’re in, peak season can make or break your customer experience if agents can’t...
Busy season is right around the corner. When calls start picking up, you need your customer service agents to be on their A-game. After all, 96% of customers rank customer service high when deciding whether to be loyal to a brand. When agents are inundated with a high volume of calls, fast and...
As a B2C retailer, busy season is an important time; customers continue doing business if they have a good experience—in fact, 65 percent of a retailer’s profits come from repeat shoppers. Repeat shoppers depend on timely answers; timely answers require great knowledge. Most people would...
If you’re waking up to the topic of knowledge management—you’re not alone. Interest in knowledge management has been on the rise since around 2020. As a result of a pandemic, many employees were forced to adjust to working remotely and had to figure out how to use their company’s knowledge...
Is knowledge management dead? We live in an on-demand society where customers expect accurate answers to their questions more quickly than ever before. If your knowledge management solution produces slow or incorrect answers, you diminish trust among customers and frustrate employees. You may have...
Below is the story of how a global hardware and software manufacturer navigated the enterprise knowledge management landscape. Told through the lens of Julia Berg, a knowledge management leader, explore how one enterprise went from documentation chaos to finding the knowledge solution they needed...