Knowledge management (KM) is the brain behind contact center customer service, without which customer service will be clueless. While KM has been around for a while, it’s experiencing a resurgence due to technology innovation, the evolution of best practices for success, and transformational success stories.
Modern Knowledge
Modern knowledge is much more than data and basic information such as FAQs. In the context of contact centers, this also includes conversational (next best thing to say) and process know-how (next best thing to do) surfaced at the point of customer interaction.
