The KnowledgeIQ Blog

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 Contact Centre Efficiency

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 […]

4 Ways a Knowledge Management System Elevates Your Total Experience (TX) Strategy

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 […]

Office of Public Prosecutions Victoria Adopts KnowledgeIQ for Streamlined Access to Digital Records

By Steph S on September 23, 2023

With a flexible content authoring model, the Office of Public Prosecutions (OPP) can now pull together and relate their original content along with external articles, creating a single-source view and reducing research time for staff. This case study explains how the OPP's adoption of the Knosys KnowledgeIQ platform has led to a user-friendly interface for […]

SBS Bank simplifies complexity & improves productivity with KnowledgeIQ

By Steph S on August 31, 2023

This case study explains how SBS Bank adopted the Knosys’ KnowledgeIQ software solution as an enterprise-wide intranet to support the strategic goal of improving processes and efficiency. SBS Bank employees can now be confident that the information they find through KnowledgeIQ is current, relevant and trustworthy. The Problem SBS Bank determined significant difficulties existed in […]

5 Ways a Knowledge Management System Improves Your Contact Centre Staff Onboarding.

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 contact centre staff onboarding can result in a number of negative outcomes for teams including: Establishing a standardised onboarding process contributes significantly to employee productivity and […]

3 Reasons why Happy Agents are Productive Agents

By Toby Milner on June 2, 2023

Contact centre agents play a critical role in providing excellent customer service, and their productivity levels can have a significant impact on a company's bottom line. Research has shown that contact centre agents are more productive when they are happy agents and engaged in their work. There are several reasons why happy agents are more […]

Better decision making with Knowledge Management

By Toby Milner on May 31, 2023

Good decision making is critical for any organisation. The quality of those decisions can have a major impact on the organisation's success or failure. Naturally, organisations that make better decisions are more likely to be successful than those that do not. Benefits of effective decision making include: Increased profitability. Successful decisions can help organisations avoid […]

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