As artificial intelligence (AI) continues its meteoric rise, the role of knowledge management (KM) in contact centers is gaining prominence like never before. Knowledge and knowledge management ...

In the dynamic environment of call centres, the efficient management of information can significantly enhance service delivery and customer satisfaction. Knowledge sharing technology plays a pivotal ...

How to Make a Call Center Knowledge Base Reps Actually Use Your email has been sent A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource ...

Contact center automation is transforming how businesses manage customer interactions by optimizing repetitive tasks, improving agent efficiency and enhancing customer experiences. From intelligent ...

Despite the many challenges they face, millions of essential workers — including call center agents — continue to perform their jobs during the Covid-19 pandemic. Often working alone from home, call ...

Retail is one of the largest sectors in the world, with a retail sales forecast of $30.3 trillion in 2023. In a market so large and competitive, businesses compete to stand out to deliver bigger and ...