2020 Special Report: Knowledge Management

by CCW Digital

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Learn why KM is critical infrastructure for contact centers and why most current knowledge management practices and tools are ineffective.

unymira Special Report on Knowkledge Management

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.