The KnowledgeIQ Blog

Knowledge Base vs Knowledge Management System – Compare and Contrast

By Toby Milner on November 29, 2023

Explore the crucial distinctions between a Knowledge Base and a Knowledge Management System (KMS). Uncover how these tools differ in organising, storing, and accessing information. . Elevate your understanding of Knowledge Base vs Knowledge Management System and enhance your KM strategy.

Reduce Average Handle Time While Increasing Customer Satisfaction with a Knowledge Management System

By Toby Milner on October 18, 2023

Over the past three years, contact centre leaders have had to quickly adapt systems and ways of working with hybrid work environments, increasing demand and changing consumer expectations. One crucial aspect of this adaptation has been the focus on reducing average handle time, as it plays a pivotal role in enhancing efficiency and meeting the […]

Reduce Stress Levels in Your Customer Contact Centre with KnowledgeIQ

By Toby Milner on October 11, 2023

It is well documented that working in a contact centre can be a cause of job stress, with the latest data by the Australian Customer Experience Professionals Association, reporting that Australian contact centres experience turnover rates of 32%. This high turnover rate underscores the continued challenges faced by those working and managing these teams. So […]

How Knowledge Management Systems, like KnowledgeIQ, Improve Operational Efficiencies in Contact Centres

By Toby Milner on October 9, 2023

Contact centre agents are the life force of your contact centre and, to improve contact centre efficiency, addressing significant operational inefficiencies is essential. Operational inefficiency can result in unproductive agents and could cost a large contact centre as much as $1.5m USD ($2.35m AUD) annually. Below, we break down 5 ways a Knowledge Management System […]

Leveraging a Knowledge Management System to Deliver Total Experience

By Toby Milner on October 4, 2023

What Is Total Experience (TX)? Total experience (TX) is the holistic experience that brings together user experience (UX), customer experience (CX), and employee experience (EX), into one combined experience that is unified across an organisation. When these pieces intersect, the goal is to improve the overall experience. Gartner predicts that by 2026, 60% of large enterprises will […]

Improve Contact Centre Staff Onboarding with a Knowledge Management System

By Toby Milner on August 3, 2023

Employees who experience a poor onboarding experience are significantly more likely to feel disengaged at work and, according to Gallup, can cost organisations approximately 18% of their salary. Poor onboarding can result in a number of negative outcomes for teams including: Establishing a standardised onboarding process contributes significantly to employee productivity and retention. According to […]

Happy Agents are Productive Agents

By Toby Milner on June 2, 2023

Research has shown that contact centre agents are more productive when they are happy and engaged in their work.

Better decision-making with Knowledge Management

By Toby Milner on May 31, 2023

Knowledge management (KM) is the process of capturing, organising, storing, and sharing knowledge within an organisation. It can be used to improve decision-making in several ways

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Recent Posts

Knowledge Base vs Knowledge Management System – Compare and Contrast

November 29, 2023

Reduce Average Handle Time While Increasing Customer Satisfaction with a Knowledge Management System

October 18, 2023

Reduce Stress Levels in Your Customer Contact Centre with KnowledgeIQ

October 11, 2023

How Knowledge Management Systems, like KnowledgeIQ, Improve Operational Efficiencies in Contact Centres

October 9, 2023

Leveraging a Knowledge Management System to Deliver Total Experience

October 4, 2023

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