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Knowledge Management

Seven Ways Next-Gen Knowledge Management Is Helping Organizations Respond at the Pace of Change

Since the onset of the COVID pandemic, customers have found themselves in completely different circumstances, and support organizations have had to field new requests...
Shelf

2021 Outlook: AI, Knowledge Automation and the Evolving Role of Remote Agents

Already experiencing pandemic change, contact centers can expect even more in 2021, at a more rapid pace. Call and ticket volumes continue to rise,...
Verint - From Knowledge Management to Knowledge Automation

AI and KM: From Knowledge Management to Knowledge Automation

When customers have questions for companies they do business with, they might get a set of FAQs to plow through. They might get an...
Contact Center Pipeline Blog