Recorded Webinar: 10 Signs you Need Knowledge Management


Webinar on knowledge management. 

Sound familiar…?

  • Unnecessary call escalation
  • High call abandon rate
  • Inconsistent answers

Knowledge management can provide the answer to these and many more common service issues, but its success requires quality content and business-aware planning. In an environment where customer retention is a key business imperative, companies should look for proven solutions when it comes to implementing knowledge management in their contact centres.

  • Support agents of all levels with multiple access modes and roles
  • Enable knowledge reuse across multiple channels without expensive duplication
  • Drive call set-up and wrap-up efficiencies by integrating with call-tracking systems
  • Optimise contact centre costs with powerful reporting and management tools
  • Support global deployments with a multilingual, scalable solution


  • Introductions – Jonty Pearce, Editor, Call Centre Helper
  • 10 Signs you need Knowledge Management in the Contact Centre – Dennis Fois, Director, eGain
  • Knowledge Management  in today’s customer service environment – Martin Hill-Wilson, Director, Brainfood Consulting
  • 5 Ways to get started with Knowledge Management – Dennis Fois, Director, eGain
  • Interactive Questions and Answers

Topics to be discussed

  • How Knowledge Management can improve customer service
  • Providing a consistent customer experience
  • How to support both novice and experienced agents to the same level
  • The cost savings and other benefits

This webinar is provided by Call Centre Helper and is sponsored by eGain.

Original Webinar date: November 2011

Author: Jo Robinson

Published On: 16th Nov 2011 - Last modified: 6th Apr 2021
Read more about - Recorded Call Centre and Customer Experience Webinars,

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