Knowledge-Management - Synthetix

Knowledge Software In The Contact Centre

Áine McInerney — Mon, 25 Apr 2022 13:55:31 +0000

As the beating heart of so many clients’ customer service operations and with expectations constantly evolving, contact centres and BPOs are feeling the pressure to promote efficiency and maintain CSAT - all while keeping costs down.

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Knowledge Management Best Practices

Áine McInerney — Sun, 13 Mar 2022 10:46:47 +0000

Knowledge management is becoming increasingly popular within Enterprise companies, its capability to solve problems both internally and externally, whilst improving business operations makes it invaluable to businesses today.

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Choosing A Knowledge Base For The Multi-Tenant Contact Centre

Áine McInerney — Tue, 08 Feb 2022 09:59:13 +0000

Contact and call centres that choose to include a centralised knowledge base at the heart of their tech stack reap a multitude of benefits from cost savings to efficiency, productivity and staff morale.

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Knowledge Management Systems: The 2022 Buyer’s Guide

Áine McInerney — Wed, 02 Feb 2022 11:51:02 +0000

Today the implementation of knowledge management systems is critical to business operations, CX and customer satisfaction. This buyer’s guide outlines the key commercial, technical and usability considerations to equip you with before you begin the vendor selection process.

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How to Roll-out A Successful Internal Knowledge Base

Áine McInerney — Mon, 11 Jan 2021 12:23:18 +0000

For contact centres, an internal knowledge base is considered an essential, facilitating customer support with optimal efficiency whilst bringing operational costs down considerably. But how can you ensure a smooth and successful roll-out? This article provides the fundamental steps, tips and advice to achieve this.

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Executing a Knowledge Management Strategy

Áine McInerney — Mon, 04 Jan 2021 14:10:42 +0000

The power of knowledge within business is undeniable, which is why knowledge management is such as sought-after capability in recent years. But with an average of 55% of enterprise data going unused, how can companies achieve optimal knowledge utilisation? This article explores how to execute an effective knowledge management strategy so that valuable knowledge doesn’t go to waste.

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What Is the Knowledge Management Process?

Áine McInerney — Tue, 15 Dec 2020 13:59:11 +0000

With more companies recognising the value of knowledge as an asset within business, the discipline of knowledge management has skyrocketed. But how do organisations implement it? This article unpacks the key stages of the knowledge management process as well as exploring fundamental technology that is involved.

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Essential Knowledge Management Tools

Áine McInerney — Tue, 08 Dec 2020 14:51:09 +0000

With Fortune 500 companies losing up to $31.5 billion a year due to a lack of knowledge sharing, it’s evident why so many are now investing in knowledge management. Whilst it involves people and processes, software plays a huge role in the function’s deployment. In this article, we explore key knowledge management tools such as knowledge bases as well as other valuable applications that compliment your customer service offering.

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What Is FAQ Software?

Áine McInerney — Tue, 22 Sep 2020 16:20:42 +0000

There are many types of FAQ software, from basic to high-end and static pages to AI-powered tools. This article is designed to help you understand your specific needs when it comes to FAQ software, and where you should focus your attention during the software selection process.

The overwhelming majority of questions that contact centre teams receive are simple questions that customers could resolve themselves with access to an intelligent FAQ tool. Companies save millions per year in overhead costs by giving their customers the option to self-serve on the website before phoning or emailing their contact centres.

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Why an FAQ Page Is Not A Substitute for A Knowledge Base

Áine McInerney — Sun, 20 Sep 2020 16:23:09 +0000

When it comes to optimising customer service, particularly online, it’s important that customers can effectively self-serve. Being able to find answers to accurate, up-to-date results in a smooth and efficient way is reflected in customer satisfaction and the quality of a company’s customer service and knowledge management.

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