The KnowledgeIQ Blog

KnowledgeIQ Process Flows: Answering the Process Document Challenge

By KnowledgeIQ on August 5, 2024

Step by step process documents are often the traditional go-to resource provided to contact centre agents, assisting them in their role where they can be managing any number of enquiries and complaints each day. As a contact centre agent that potentially manages large volumes of customers and contact interactions, process documents may not be optimal […]

Unleash the Value of Frontline Feedback

By KnowledgeIQ on June 7, 2024

You frontline teams are key to sustaining and improving knowledge in your business. Frontline staff are generally the first ones to hear from customers about current issues and frustrations, from a variety of channels, and first to access your business knowledge repository every day. Experience real value with a feedback system where frontline staff can […]

Single Source of Truth: The Cornerstone of Effective Knowledge Management

By KnowledgeIQ on May 22, 2024

Having knowledge distributed across multiple systems can lead to challenges, both for individuals and organisations. In this blog we identify the key issues and discuss how a single source of truth built into your knowledge management system delivers multiple benefits. Key issues with distributed knowledge 1. Complexity and inefficiency 2. Limited visibility and reporting Single […]

Delivering Better Outcomes and Experiences with the KnowledgeIQ Process Wizard.

By KnowledgeIQ on March 27, 2024

Need to improve quality compliance in your organisation? Achieve this, plus increase speed to competency and build confidence in your team members with the KnowledgeIQ Process Wizard. Customer Contact Centre agents often spend lots of time trying to find the right answer or process to best handle customer interactions. Not only does this result in […]

Enabling Feedback in Your KMS Improves the Quality and Relevance of Your Information.

By KnowledgeIQ on January 22, 2024

Organisations rely on accurate data to make informed choices and decisions. Correcting inaccuracies ensures that decisions are based on the most up-to-date and reliable information, increasing the likelihood of success. Knowledge management systems (KMS) like KnowledgeIQ play a crucial role in centralising, organising, and providing accurate information. However, the effectiveness of a KMS is heavily […]

Accelerating Success: The Crucial Role of Quick Decision Making.

By KnowledgeIQ on January 5, 2024

Agility and the ability to make quick decisions are key traits for organisations striving to achieve and sustain success. In its report, The five trademarks of agile organisations Mckinsey say that agile organisations emphasize quick, efficient, and continuous decision making. In this blog article, we will identify the business benefits of quick decision making and how […]

Knowledge Base vs Knowledge Management System – Compare and Contrast

By Toby Milner on November 29, 2023

"Knowledge Base vs Knowledge Management System" is a frequently discussed topic. Understanding the distinctions between these two concepts is crucial for effective information and knowledge management within organisations. A Knowledge Base and Knowledge Management System are closely related concepts, but they serve different roles within an organisation's information and knowledge management processes and frameworks. In […]

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 […]

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