Frontline staff rely on great content which must be complete and accurate

Frontline and core business systems should be part of a great employee experience

“We want to be number one for customer service.” We’ve heard this stated by a number of our clients over the years, particularly in the…

Call centre staff have important information needs that greatly influence the quality of customer service provided.

The front-line environment must be understood when implementing knowledge management initiatives.

Call centres are growing rapidly. They are also confronted with many challenges, and KM has much to offer in overcoming these difficulties.