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Technology: The Catalyst for Service Excellence

Technology: The Catalyst for Service Excellence

I’m pretty sure, regardless of the size of your center or company, you seek to deliver a great customer experience. And I’m willing to...
Why Teamwork Is the Most Important Investment You’ll Ever Make

Why Teamwork Is the Most Important Investment You’ll Ever Make

What do NASCAR drivers Kyle Busch, Martin Truex, Jr., and Jimmie Johnson have in common? Each driver qualified for the 2017 Monster Energy NASCAR...
Contact Center Trends - Artificial Intelligence, AI

Hot Trends Impacting Contact Centers: Artificial Intelligence

We can’t publish a series on trends without including artificial intelligence (AI). In our five-part series on hot topics that are impacting contact centers,...
Improve Call Center Content Consistency with AI Infused Knowledge

Improve Content Consistency Across Channels with AI-Infused Knowledge

eGain’s SVP Worldwide Marketing Anand Subramaniam believes that delivering a consistent content experience is key to driving value for both customers and agents. According...
Use Technology to Optimize Contact Center Staff

Use Technology to Optimize Staff

If you manage a contact center, you know the drill. Agents struggle to achieve proficiency and meet performance goals. Supervisors don’t do enough—or the...
Contact Center Re-Gifting 2017

Regifting for 2017

Can you believe it? It’s now seven years since we first dedicated our end-of-year Agility Factor column to our worldwide contact center regifting initiative...
Why Training Matters

From Transaction Processors to Knowledge Workers

Service is delivered through people. Despite all the advanced technology and Six Sigma processes that we institute in our contact centers, the frontline agent...
Call Center Knowledge Management

Doing More with Knowledge Management

Knowledge management (KM) is an Achilles’ heel for many contact centers. Some have an abundance of “tribal knowledge” scattered among a core of seasoned...
The Power of Collaboration in the Contact Call Center

The Power of Collaboration

In our centers, vast amounts of useful content and ideas exist in the minds of our agents. Collaboration is, of course, hardly a new...
empower agents key to customer satisfaction

Empowered Agents: A Key to Customer Satisfaction

According to a study from Customer Experience Management, 71% of agents do not have the authority to satisfy a customer. OUCH! With high attrition...
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