Knowledge Management

Redefining the Contact Center Experience with Knowledge Management

Knowledge management tools like knowledge bases are one of the essential ways contact centers can facilitate faster and more convenient experiences. Knowledge management by definition is the process and different methods of collecting, organizing, managing and using all of the knowledge and information within an organization. 

Knowledge management can have many advantages for an organization and affects performance levels, innovation, communication, collaboration, and any other area that can be improved with access to information. 

With the proper knowledge management in place, agents can do things more effectively and access product, service, and customer data across the board. Knowledge management practices can also raise contact center metrics and KPIs. These are some of the KPIs that may be affected.

More Knowledge Management Resources

LiveVox Knowledge Center

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Knowledge Management 101: Your Complete Guide for the Contact Center

Knowledge management can have many advantages for an organization and affects performance levels, innovation, communication, collaboration, and any other area that can be improved with access to information.

Call Center Management Tips, Tricks, and Best Practices

No matter what, managers need to focus on staying calm and finding the right solutions, as call centers can be a high-stress environment. This paves the way to building a positive work environment and shows agents that they can come to you for help.

Experiencing CX Governance in the Contact Center

An effective CX governance plan makes expectations clear to your management and agents. It also establishes consequences and guidelines for when processes break down. Let’s have a look at the five things your CX governance plan can’t do without. 

Redefining Contact Center Experience with Knowledge Management

While most KM systems can churn the ocean of customer and interaction data, and provide operational insights across the business, having a tailored KM center adeptly targets some of the key pain points in contact center management, increasing CSAT, enhancing employee engagement, and reducing costs.

Customer Experience Management Is Key in Contact Centers

Customer experience management (CXM) is one of the most important practices that a company implements in its contact center. Customer experience management (CXM) is the practice of understanding customers through the interactions and touchpoints they have with a company or brand.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.