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

If only all call centre people were this happy… “We want to be number one for customer service.” We’ve heard this stated by a number…

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

Customer service is increasingly a point of contention for businesses that have barely differentiated products: banks, insurance firms, mobile and internet providers and many, many…

Intranets can be used to surface and deliver valuable customer information that helps organisations succeed.

In-bound call centres deal with either queries or transactions (or both), and this has a big impact on the knowledge and information required.

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.