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
Continue reading “The Impact of Next Generation KM on the Contact Center”

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.

Continue reading “Industry Trends Highlight the Cloud KM Opportunity”

Qualities of an Incredible File Search Engine

The best file search engines

 

We know that your company’s search can’t work just like Google. To counterbalance its inability to crawl the web and learn from the 100s of criteria generated by 3.5 billion people, you need a platform that supplements and complements Findability with other Browse & Discover best practices. It’s by leveraging these best practices that you’re able to get your company’s file search engine closer to the power of a World Wide Web search like Google. Continue reading “Qualities of an Incredible File Search Engine”

Knowledge Management without Faceted Search is a Huge Lost Opportunity

Knowledge Management without Faceted Search is a Huge Lost Opportunity

According to MOZ State of Search Behavior Report 2017, 34% of searches are abandoned because users didn’t find what they were looking for.

Additionally, the average worker spends almost ⅕ of their time—an entire working day per week—attempting to locate the information they already have. Continue reading “Knowledge Management without Faceted Search is a Huge Lost Opportunity”