The Science of Knowledge Management
You’d never guess that Todd Gorsuch is a micromolecular biologist by trade. However, there are small (pardon the pun) signs. It’s in the way he notices the details about a Knowledge Management System, and understands how every part should be synthesised, modified, and interconnected to benefit its users. What Todd brings to customer service is […]
Strategically Deploying Knowledge Management Software
Ever since humans invented written language, we have been recording and accumulating information in various kinds of knowledge bases. While books, scrolls, clay tablets were used in the ancient eras, in a digital world, knowledge management software helps store and manage valuable information and findings. Efficient knowledge management strategy has been made possible with the […]
How the right Contact Centre Software Creates Happy Staff
Encourage and Support Doing the same mundane tasks daily can get tedious, causing employee productivity to come to a standstill and hindering staff motivation. At a call centre, things aren’t much different. From providing exceptional customer experience to analysing customer calls and coming up with on-the-go solutions, the staff have a lot on their plates. […]
How Multichannel Knowledge Management Creates An Adaptable Workplace
In the past few years, workplaces have been continuously evolving by adopting several assistive technologies and tools. IT strategies are constantly transforming the way employees work, giving them lots of flexibility and adaptive methods that lead to more productive and efficient work strategies. Ever since the pandemic pushed us into mandatory remote working environments, the […]
CX Learnings from 2021 – What Role can Knowledge Play?
According to a 2021 survey conducted by Auscontact Association, 62 percent of Australian adults have contacted an organisation regarding a customer care or service issue within the last three months.
Revolutionising Knowledge Management
The introduction of Knowledge Management (Knowledge Management) systems changed the game for many businesses in the modern era. The ability to quickly access data across an enterprise enabled companies to grow at speeds that corporate executives only dreamed about 50 years ago.
Transurban’s Career Development Cadetship Success with Knowledge Management
Transurban wanted to provide career development opportunities within their customer service team and set about identifying and training a pool of talented people who could move easily between functions to perform critical tasks, thus reducing single points of dependency. With the livepro Knowledge Management System at their fingertips, the processes and information they needed to cross-train customer service officers were seamlessly incorporated into a new cadetship initiative.
The Importance of Integrations when choosing a Knowledge Management System
Integrating knowledge base software with existing business systems is key to answering customer enquiries with efficiency and consistency.
What is the True Value of Delivering Great Customer Service?
When it comes it customer service, it does not matter what country or region your organisation operates from or in, it is crucial to get it right! Adapting to changing trends is just one part of a complex issue that influences other vital components of an organisation.
Knowledge Managements Role Serving Customers Across Multiple Channels
So it makes sense that the best Knowledge Management Systems deliver the answers to your customers through all available channels, and organizational knowledge is managed through one single source of truth.
