Knowledge Management is not a new functionality in most contact centers. In fact, most companies have some form of “knowledge” or “content” that they share with contact center agents and customers. But over the past several years there have been huge changes in the sophistication of how that knowledge is delivered – and those changes should make every contact center leader ask the question, “what should we do next?”
As consultants, when we talk with customers about Knowledge Management (KM) and their goals to improve it – we find that companies typically fall into one of five categories:
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