FAR MORE THAN JUST A COLLECTION OF FAQS OR SHARED DRIVES, [ KNOWLEDGE MANAGEMENT ]... HELPS CENTERS TURN INFORMATION INTO ACTION.
KNOWLEDGE MANAGEMENT
BY MARK PEREIRA
ILLUSTRATION PROVIDED BY ADOBE IMAGES
TAPPING THE POWER OF KNOWLEDGE- PART 1
In today ' s fast-paced call and contact center environment, information is abundant, but knowledge isn ' t always readily available when needed. Every interaction, ticket, and internal conversation holds valuable insights to improve customer experience( CX), reduce handle time, and empower agents. Yet, too often, that knowledge stays locked in emails, tribal memory, or disconnected systems. That ' s where knowledge management( KM) comes in. Far more than just a collection of FAQs or shared drives, KM is a strategy that helps centers turn information into action.
When done right, it provides agents with fast access to trusted answers, captures lessons learned, and ensures that expertise is never lost: like whether an agent leaves the company or a product undergoes a sudden change.
38 CONTACT CENTER PIPELINE
HOW TO USE KM TO EMPOWER AGENTS AND ELEVATE CX.
In this article, we ' ll explore proven KM methodologies that are helping contact centers become smarter, faster, and more resilient in the face of constant change. Part 1, in this issue, will cover purpose, structure, and methodologies, while Part 2, in the next issue, will focus on KM readiness, governance, selection, upgrading, and setup.
FAR MORE THAN JUST A COLLECTION OF FAQS OR SHARED DRIVES, [ KNOWLEDGE MANAGEMENT ]... HELPS CENTERS TURN INFORMATION INTO ACTION.