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How to Improve your Onboarding Process with a Knowledge Management Platform

By Toby Milner on August 3, 2023

Gettong onboarding right is one of the biggest challenges faced by companies of all sizes. It’s often overlooked and leaves new employees feeling unprepared for their roles and nervous about talking to their colleagues. It’s one of those things that no one ever seems to have time for – but it doesn’t need to be […]

How Knowledge Management will improve the operational efficiency of your contact centre.

By Toby Milner on July 24, 2023

Customer service agents are the life force of your contact centre, but also where you can find most inefficiencies. If agents are unproductive—be it from lack of training or bogged down in operational processes, it could cost a big contact centre as much as $1.5 USD million a year. Below are a few ways a […]

Happy Agents are Productive Agents

By Toby Milner on June 2, 2023

Research has shown that contact center 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, organizing, storing, and sharing knowledge within an organization. It can be used to improve decision-making in several ways

Successful knowledge management. Effective knowledge capture is the first step

By Toby Milner on May 31, 2023

Companies are the sum of their collective knowledge, and they succeed or fail based on how they capture, store, share and effectively manage that information in pursuit of their goals. When staff can access knowledge easily, they’re more productive

6 essential contact centre skills required by customer agents.

By Toby Milner on January 23, 2023

Agents must keep a fine balance between satisfying customers and meeting the needs of the company they work for. Each customer contact differs from the next and agents need a strong skill set to deal with a multitude of different situations that may arise.

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Recent Posts

How to Improve your Onboarding Process with a Knowledge Management Platform

August 3, 2023

How Knowledge Management will improve the operational efficiency of your contact centre.

July 24, 2023

Happy Agents are Productive Agents

June 2, 2023

Better decision-making with Knowledge Management

May 31, 2023

Successful knowledge management. Effective knowledge capture is the first step

May 31, 2023

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