Building a Future-Ready Contact Centre with Knowledge Base

On 2nd October 2024, we gathered at the Transformation and Innovation (T&I) Group event, in partnership with the South West and Northern Contact Centre Forum, to discuss the growing importance of knowledge bases in contact centres. We explored how a well-managed knowledge base can help CX leaders empower customers, reduce employee workload, and cut costs.

Download the whitepaper today to discover:

• What is a Knowledge Base? Learn its importance and benefits.
• Guidance on structuring, organising, and managing knowledge base information, reducing duplication, and defining ownership.
• Strategies for advancing digital knowledge processes and aligning with key strategic priorities.
• Key takeaways from Tom Watsham, Head of Customer Service at Vivobarefoot, on implementing knowledge bases and integrating advanced features like chatbots and self-service.
• How AI can boost knowledge base efficiency and enhance customer service.