Live Webinar: Thursday, July 29 @ 2pm EST

Driving Contact Center Efficiency with Knowledge Management

Average hold time increased 71% in 2020, skyrocketing expenses and plummeting CSAT. And we know why. Most critical contact center KPIs all depend on one thing—the agent’s ability to quickly provide the right answer at the right time.

As companies grow and customers become increasingly smarter, the knowledge needed at the speed they expect gets more challenging, putting added pressure on agents when there’s already no time to waste.

Join leading Knowledge Management experts Kristin McNally and Jeff Stroum and learn the critical components of a knowledge management solution that will drive adoption and 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

Register Now

The Speakers

Kristin_McNally_Principal_Consultant_Enterprise_Knowledge

Kristin McNally

Principal Consultant
Enterprise Knowledge

Jeff_Stroum_Director_KM_Solutions_Shelf

Jeff Stroum

Director Strategic Consulting
Shelf

 

Anna_Tsymbalist_Host_Channel_Manager_Shelf

Anna Tsymbalist

Host and Channel Manager
Shelf