With the calls becoming increasingly complex being handled by call centre agents, how are call centre managers ensuring their agents have up to date information and are not providing the wrong information to customers?

Knowledge Management Systems are becoming a key component of the modern contact centre delivering a range of benefits including:

-Increased Customer Satisfaction

-Cost savings 

-Increased revenue

-Improved compliance

-Improvements to staff engagement

They are all pretty big-ticket items and unlike other emerging technology, Knowledge Management Tools have proven results and are surprisingly affordable.

In this podcast, I talk to Brad Shaw, CEO of Livepro to dig under the bonnet about Knowledge Management Systems including what they are, how they work and why you should have one!