Recorded Webinar: Knowledge Management and the Contact Centre


Knowledge doesn’t simply come from books. Technology can also be empowering, giving contact centre managers the opportunity to gather a variety of information.

In this webinar, we discussed how the contact centre can work more effectively with the introduction of a knowledge management system.

Agenda

  • Introductions – Jonty Pearce, Call Centre Helper
  • Peter Massey – Budd
Webinar Slides: Knowledge Management and the Contact Centre by Peter Massey

Click here to view the slides

  • David Rowlands, Director of Contact Centres UK and EMEA, 8×8
Webinar Slides: Knowledge Management and the Contact Centre by David Rowlands

Click here to view the slides

Helpful links

KCS – Free Practices Guide: http://library.serviceinnovation.org/KCS_Practices_Guide_v6
http://www.thekcsacademy.net/kcs/kcs-resources

Topics to be discussed

  • Introducing a knowledge management system
  • How knowledge management can improve customer service
  • Providing a consistent customer experience
  • How to support advisors
  • Keeping the system updated
  • The cost savings and other benefits
  • Top Tips from the audience
  • Winning tip – “Give your agents monthly quizzes to check knowledge and get them used to using your knowledge tool” thanks to Andy27

Original Webinar date: Thursday 30th November 2017







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