The Impact of Next Generation KM on the Contact Center

New Technology Solves an Old Problem
By Lori Bocklund, President, Strategic Contact, Inc.

Knowledge Management (KM) may be the single most impactful technology to help centers address key goals:

  • Reduce workload through greater self-service and shorter handle times
  • Improve First Contact Resolution (FCR) rate, and with it, the customer experience
  • Enable agents to handle increasingly diverse and complex contacts without extensive training and specialization
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Industry Trends Highlight the Cloud KM Opportunity

New Technology Solves an Old Problem
By Lori Bocklund, President, Strategic Contact, Inc.

In spite of rumors to the contrary, the need for agents is as strong as ever. Contact Centers are planning for growth (agents!), even as the Artificial Intelligence hype train rambles on. Strategic Contact’s technology survey[1] shows growth as a top driver for acquiring technology for 40% of participants. In addition, 58% seek to fill feature/function gaps – and KM is undoubtedly a big one.

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