Learn why KM is critical infrastructure for contact centers and why most current knowledge management practices and tools are ineffective.
Only 21% of respondents said their contact center was successful at knowledge management according to a CCW Digital survey. Through case-study driven answers, insightful data, and first-hand analysis from world-class industry contributors (such as Verizon’s head of global consumer sales and services, and Adidas’ President of Golf), this report will uncover:
Why most Knowledge Management practices are ineffective.
How to utilize better search and Natural Language Processing (NLP).
How to increase contact center ROI through better data aggregation.
