Articles - Knowledge Management

Good knowledge management helps contact centres deliver consistent, confident service across every channel. This hub of expert articles, case studies, and implementation advice looks at how to build and maintain a knowledge base that supports both advisors and customers. Learn how to structure information, keep content up to date, and make knowledge easy to access during live interactions. You’ll also find ideas for involving teams in content creation, measuring effectiveness, and integrating knowledge tools with self-service and AI systems. Together, these resources show how strong knowledge management can improve quality, speed, and overall customer satisfaction.

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Video Image: 5 Ways Technology Supports Contact Centre Agents Every Day
5 Ways Technology Supports Contact Centre Agents Every Day
Want to Foster Knowledge Sharing Between Your Agents?
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The Latest Emerging Trends and Strategies in CX
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Out of Hours Service – Who’s Doing It Best?
Keyboard with knowledge and education icons
Is AI Really a Game-Changer in Knowledge Management?
Knowledge management systems or KMS illustration representing systematic process of advice, insights, information, practice, process, improvement, people and technology.
How to Keep Your Knowledge Base Up to Scratch
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How to Improve Contact Centre Response Time
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How Technology Can Plug the Gap in a Short-Staffed Call Centre
Any contact centre leaders here notice their workers have trouble accessing knowledge for work, especially in a hybrid/remote workplace?
Agents Have Trouble Accessing Knowledge for Work
Knowledge base concept
What Is a Knowledge Base?
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26 Best Practices for a Customer Service Knowledge Base
What is the Greatest Benefit of a Good Knowledge Base?
There Are Three Clear Knowledge Base Benefits
What are the Greatest Challenges in Managing Your Knowledge Base?
Finding Information Quickly Is the Biggest Challenge
As Part of Your Knowledge Management Strategy, Have You…?
Advisors Are a Key Part of Knowledge Creation
On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?
Knowledge Base Information Is Not as Accurate as It Could Be
How Many Knowledge Sources do Your Advisors Currently Use?
Only One in Ten Contact Centres Have a Single Knowledge Source
What I've Learned Featured Image
What I’ve Learned From Running a Contact Centre – Think of an Agent as a Teacher
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The Power of “I Don’t Know”
2021 CCH Survey Results Knowledge Base Challenges
Survey Results: Knowledge Base Challenges
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The Ultimate Key to Crowdsourcing in Customer Service
A picture of the computer as book knowledge base concept
What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid
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Call Centre Software: What Should You Be Looking Out For?
A photo of smiling contact centre advisor making a point
Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge
A photo of the contact centre managers at Gousto
20 Award-Winning Tips From the Gousto Contact Centre
 
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