Articles - Knowledge Management

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799

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?

65

Agents Have Trouble Accessing Knowledge for Work

Knowledge base concept

91

What Is a Knowledge Base?

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1,694

26 Best Practices for a Customer Service Knowledge Base

What is the Greatest Benefit of a Good Knowledge Base?

159

There Are Three Clear Knowledge Base Benefits

What are the Greatest Challenges in Managing Your Knowledge Base?

150

Finding Information Quickly Is the Biggest Challenge

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

109

Advisors Are a Key Part of Knowledge Creation

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

103

Knowledge Base Information Is Not as Accurate as It Could Be

How Many Knowledge Sources do Your Advisors Currently Use?

77

Only One in Ten Contact Centres Have a Single Knowledge Source

What I've Learned Featured Image

1,172

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

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1,392

The Power of “I Don’t Know”

2021 CCH Survey Results Knowledge Base Challenges

683

Survey Results: Knowledge Base Challenges

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943

The Ultimate Key to Crowdsourcing in Customer Service

A picture of the computer as book knowledge base concept

8,864

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

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7,144

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

A photo of smiling contact centre advisor making a point

26,073

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

A photo of the contact centre managers at Gousto

4,306

20 Award-Winning Tips From the Gousto Contact Centre

12,120

14 Practical Techniques to Improve Knowledge Management

A collection of educational materials

7,361

An Introduction to Call Centre Knowledge Base Software

4,728

The Best Uses for e-Learning in the Contact Centre

7,866

How to Build Customer Trust From the Contact Centre

5,493

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

14,674

14 Contact Centre Problems and Solutions

6,930

The Johari Window: A Contact Centre Training Tool