White Paper: Knowledge Management for Contact Centres and Help Desks

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Knowledge management (KM) means different things to different people. To contact centre and helpdesk managers, KM usually means providing agents with a problem resolution tool, which could be anything from a simple answer database to a sophisticated guided help system.

In this white paper, we begin by explaining why KM is critical for service organizations both big and small. Then we present best practices gathered from successful KM initiatives of Global 2000 companies.
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