/Knowledge Management

How AI Can Help Call Centers Meet Evolving Customer Demand in 2019

While call centers made significant strides in 2018, many are struggling to keep up with rapidly evolving demand for advanced technologies, improved agent experiences and enhanced customer journeys at the frontline. […]

By |2019-04-16T20:14:18+00:00December 7th, 2018|Categories: Knowledge Management|Comments Off on How AI Can Help Call Centers Meet Evolving Customer Demand in 2019

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

Knowledge Management without Faceted Search is a Huge Lost Opportunity

Knowledge Management without Faceted Search is a Huge Lost Opportunity According to MOZ State of Search Behavior Report 2017, 34% of searches are abandoned because users didn’t find what they were looking for. Additionally, the average worker spends almost ⅕ of their time—an entire working day per week—attempting to locate the information they already have. […]

By |2019-08-13T16:57:36+00:00September 17th, 2018|Categories: Knowledge Management|Comments Off on Knowledge Management without Faceted Search is a Huge Lost Opportunity

Why Knowledge Management must include Tags

Why Knowledge Management must include Tags How do you find what you need? What’s the best way to organize your content? Where should I put this? How do I find that? You’re not the only one asking these questions, and there’s a ton of money at stake in the answers. About $31.5 billion to be exact. […]

By |2019-08-13T17:00:27+00:00August 15th, 2018|Categories: Knowledge Management|Tags: , |Comments Off on Why Knowledge Management must include Tags
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