Knowledge Management Solutions - Blog

Knowledge Managment transurban

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.

CX Knowledge Management Systems KMS

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.

When we talk about Project Collaboration Software, we often think of them as platforms popular with IT Departments because of their popularity in this industry and the support they provide in a team knowledge environment. When your organisation is considering a Knowledge Management System, it’s important you pick one that has been specifically designed for [...]
When it comes to managing documents, data, policies and knowledge to support your team, you need to decide between choosing between a file manager (applications like SharePoint or a purpose-built Knowledge Management System for your organisation.
sharepoint vs knowledge management
When it comes to file managers, applications like SharePoint are generally free as a part of your Microsoft package. You can use it as a secure place to cloud store, organize, share, and access information from any device. All you need is a web browser. As it is a part of your Microsoft package there is [...]
By now, you may have adjusted to the fact that some of the wide-ranging effects of the COVID-19 pandemic will be with us for good. This means Knowledge Management Systems are now more important than ever. Many organisations have converted to full-time work-from-home arrangements in response to government-imposed closures, and not everyone is keen to [...]
Knowledge Management Feature Must-Haves
A little background on Knowledge Management Software and it’s features… If you’re new to the world of Knowledge Management Software, don’t worry! There’s a lot to learn and I have spent the last 6 months. First of all, learning the ins and outs of what makes a GREAT Knowledge Management platform. livepro is an intuitive [...]
what is knowledge management?
Justin Tippett, from CX Central and Brad Shaw, CEO of livepro, discuss how a Knowledge Management Tool can help your call centre. Above all they discuss what you can achieve by implementing a KM tool. The complexity of the calls continuing to increase (thanks to self-service reducing the simple ones). As a result, the call [...]
Compliance in customer service knowledge management
For many companies, the question is; How is compliance achieved through knowledge management systems? How can we have confidence that our customer service team and customer-facing digital channels are delivering the most up-to-date and ‘approved’ answers to customer questions? This is a challenge facing many organisations, and the answer starts with another question: does your [...]
Single source of truth
If we’ve learnt anything from working in and around contact centres, it is how much pride customer service consultants take in their work space. Visit any customer service contact centre and you will invariably find an array of accoutrements adorning each desk – sunny vacation snaps with loved ones, trinkets collected from holidays past, and [...]
livepro Customer Experience Knowledge Management combines with Genesys Customer Experience Platform to increase customer delight, staff engagement, compliance, insights and sales — all while reducing costs livepro are excited to announce that the livepro Customer Experience Knowledge Management solution is now available on Genesys® AppFoundry, a dedicated customer experience marketplace.  Genesys AppFoundry connects businesses to the [...]
HOW TO CREATE A GREAT DIGITAL, HUMAN EXPERIENCE  As the Director of The Customer Experience Company, I’m often asked a common question: ‘How do I improve our digital customer experience?’. It’s a great example of why asking the right question is so important. Digital strategies are likely to be at the core of most customer experience [...]