Articles - Knowledge Management

Knowledge base concept

84

What Is a Knowledge Base?

Person watering brain tree

926

26 Best Practices for a Customer Service Knowledge Base

What is the Greatest Benefit of a Good Knowledge Base?

102

There Are Three Clear Knowledge Base Benefits

What are the Greatest Challenges in Managing Your Knowledge Base?

124

Finding Information Quickly Is the Biggest Challenge

As Part of Your Knowledge Management Strategy, Have You…?

62

Advisors Are a Key Part of Knowledge Creation

On a Scale of 1 - 5, How Accurate is the Information Within Your Knowledge Base?

63

Knowledge Base Information Is Not as Accurate as It Could Be

How Many Knowledge Sources do Your Advisors Currently Use?

68

Only One in Ten Contact Centres Have a Single Knowledge Source

What I've Learned Featured Image

944

What I’ve Learned From Running a Contact Centre – Think of an Agent as a Teacher

Super hero shrugging and happy about it

1,284

The Power of “I Don’t Know”

2021 CCH Survey Results Knowledge Base Challenges

620

Survey Results: Knowledge Base Challenges

A picture of multicoloured people in a circle with arrows leading to groups of the same colours

699

The Ultimate Key to Crowdsourcing in Customer Service

A picture of the computer as book knowledge base concept

6,768

What Is a Knowledge Base? – With a Definition, Uses and Mistakes to Avoid

A picture of someone experiencing the virtual technology world

6,279

Call Centre Software: What Should You Be Looking Out For?

A photo of smiling contact centre advisor making a point

20,734

Customer Service Skills: How to Improve Empathy, Active Listening and Knowledge

A photo of the contact centre managers at Gousto

3,744

20 Award-Winning Tips From the Gousto Contact Centre

8,447

14 Practical Techniques to Improve Knowledge Management

A collection of educational materials

6,042

An Introduction to Call Centre Knowledge Base Software

4,309

The Best Uses for e-Learning in the Contact Centre

6,972

How to Build Customer Trust From the Contact Centre

5,147

10 Knowledge Management Mistakes That You May Be Making (and 5 Fixes)

13,163

14 Contact Centre Problems and Solutions

6,105

The Johari Window: A Contact Centre Training Tool

10,585

11 Ideas to Improve Knowledge Management in the Contact Centre

Yellow phone placed down as a result of dead air time on customer service call

62,117

Seven Tips to Avoid Dead Air Time in Customer Service Calls