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Articles - Knowledge Management

Find and explore a range of content on knowledge management systems to ensure people have the information they need.

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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?

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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

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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?

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

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20 Award-Winning Tips From the Gousto Contact Centre

14 Practical Techniques to Improve Knowledge Management

A collection of educational materials

An Introduction to Call Centre Knowledge Base Software

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Editor's Pick

Thumbnail How to Make Team Huddles More Engaging

How to Make Team Huddles More Engaging

Thumbnail 10 Quick Wins for Cheering Up Your Agents

10 Quick Wins for Cheering Up Your Agents

Thumbnail What Are Intelligent Contact Centres Doing Right Now?

What Are Intelligent Contact Centres Doing Right Now?

Thumbnail 15 Ideas We Heard at Costa Coffee’s Contact Centre

15 Ideas We Heard at Costa Coffee’s Contact Centre

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Hot Topics : CX - CCaaS - AI - Analytics - WFM

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