Driving Contact Center Efficiency with Knowledge Management

Most critical contact center KPIs all depend on one thing—an agent’s ability to quickly provide the right answer at the right time.

As companies grow, customers and customer support teams need answers—FAST. This puts puts pressure on agents when there’s already no time to waste. Join leading KM experts Kristin McNally and Jeff Stroum to learn how a modern knowledge management solution can drive tangible ROI for contact centers.

Key topics:

• Setting up a healthy and scalable knowledge structure
• Expanding content access to ensure adoption and improve performance
• Hard and soft ROI metrics that gauge success