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Arming your CX Staff with a Knowledge Management System

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.

livepro or sharepoint kms
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 [...]
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 [...]
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 [...]