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Make your agent’s life less stressful with knowledge management

By Toby Milner on December 20, 2022

Working full-time in a contact centre is often seen as quite a high-stress job. Call handlers are required to work reactively, solving customers’ queries in real-time. This requires constant problem solving, understanding, and patience, all of which can create stress. What causes agents stress? What are the impacts of having stressed agents? How a Knowledge […]

Knowledge management will help you avoid information silos in your contact centre

By Toby Milner on December 20, 2022

The contact centre is where relationships are built with customers – its where customers can be converted into advocates for your brand. Consistent, accurate and up to date Information helps customer facing agents make informed decisions quickly when dealing with your customers. However, the information will probably be saved in multiple systems and is unlikely […]

Shine a light on your corporate memory

By Toby Milner on August 11, 2022

What is Corporate Memory? Corporate memory is the knowledge that has been collected from past experiences, which resides in the company and can be used towards making decisions. It is also sometimes called institutional or organizational memory. Corporate memory spans all the sources in which a company may store knowledge. This includes knowledge stored in company systems, […]

How do you encourage knowledge sharing?

By Toby Milner on August 9, 2022

The previous blog looked at why employees hoard knowledge, and described the benefits of sharing. In this second part we suggest tips and tricks organizations can use to encourage knowledge sharing Knowledge sharing is critical to a company’s success. It makes onboarding easier and gives every team member the context they need to excel at […]

Time to stop hoarding knowledge and start sharing it

By Toby Milner on August 9, 2022

In this blog article [first of a two-part series] we look at why employees hoard knowledge, and outline the benefits of sharing Knowledge hoarding is when workers keep critical knowledge to themselves. The hoarding of knowledge is a common occurrence found in many companies. Information hoarding - “Employees hide, hoard, or simply hold back information […]

Effective knowledge management in the financial services sector is a necessity.

By Toby Milner on July 5, 2022

The financial services industry and its interactions with its customers are endlessly changing and evolving, for example: Industry regulations updates, everything from ethical conduct to sustainability. Advances in technology, ultimately benefiting customers. Security of data remains imperative. Safe systems are necessary to ensure customer trust. Social implications, e.g. rising customer expectations and the ascendency of […]

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Recent Posts

6 essential contact centre skills required by customer agents.

January 23, 2023

Make your agent’s life less stressful with knowledge management

December 20, 2022

Knowledge management will help you avoid information silos in your contact centre

December 20, 2022

Shine a light on your corporate memory

August 11, 2022

How do you encourage knowledge sharing?

August 9, 2022

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