Knowledgely?

Stop Overloading Agents - Give Them the Answers They Need! When a customer is waiting, agents need an answer - fast. Not a massive document. Not a maze of links. Not a 20-page process guide. Just the right answer, right now. Too often, knowledge bases turn into knowledge overload - forcing agents to sift through massive documents or multiple documents while the customer waits. That’s not helping anyone. ?? Can your agents find answers in seconds? ?? Or are they stuck wading through pages of information while frustration builds on both ends? A strong knowledge management system delivers clear, concise, and accurate answers instantly, cutting down handle time, improving customer satisfaction, and making life easier for agents. Because at the end of the day, customers don’t care how much information you have - they care about how fast you can solve their problem. #KnowledgeManagement #CustomerExperience #ContactCenter #CX #CallCenter #CustomerService #AgentProductivity #Knowledgely Alex Espinosa, Danielle St. Hilaire, Denise Pullen, Kate Nelson, Amas Tenumah, Jason Hiland, Adam Boelke, Fred Stacey, Deepak Selvaratnam, Dan Smitley, Colin Taylor, Patrick Curtin, Kirby McLennan, Stephany Doyle, Martin Hobratschk

“May I put you on hold for one to two minutes while I research that for you?” Customers hear this all the time. But those “one to two minutes” on hold add up—costing companies millions in labor dollars while frustrating both employees and customers. Now, imagine if agents and gig workers could deliver accurate answers instantly—at conversational speed. No hold time. No wasted labor costs. Just seamless customer interactions. That’s the power of a knowledge management system (not just a knowledge base). The right knowledge management strategy ensures employees have the information they need, exactly when they need it—without putting customers on hold. Better tools mean better experiences - for employees, gig workers, and customers. It’s time to stop the costly delays and start delivering real-time knowledge that drives efficiency, engagement, and customer satisfaction. ?? Faster answers ?? Lower labor costs ?? Improved customer experience Let’s transform knowledge into a competitive advantage. #KnowledgeManagement #KnowledgeBase #CustomerExperience #EmployeeExperience #GigWorkers #ContactCenter #CustomerService #CX #KnowledgeManagementSystem #Knowledgely #CustomerSatisfaction #CallCenter #CustomerSupport #AgentProductivity #DigitalTransformation #AI #KnowledgeStrategy

Really enjoyed talking about knowledge management and AI with Denise Venneri??My Curious Colleague!

AI is only as smart as the knowledge behind it. Struggling with inefficient AI tools or frustrating self-service experiences? The problem might not be the technology—it’s the knowledge fueling it. Knowledge management is the foundation of AI. It empowers front-line agents, improves self-service, and enhances customer experiences. If knowledge isn’t accurate, accessible, and designed for both employees and customers, even the best AI will fall short. Want to drive efficiency, reduce risk, and improve experiences? Start with knowledge management. It’s the key to making everything work better - no matter what tech you use. #KnowledgeManagement #AIandCX #CustomerExperience #SelfService #DigitalTransformation #CustomerSupport #WorkplaceEfficiency #FutureOfWork #AIintegration #KnowledgeIsPower Catie H., Lorie O'Neill, JoAngela Morin, Michelle Nowaczyk, Colin Taylor, Patrick Curtin, Kirby McLennan, Nathan Ohmart, Kelly Paul

https://lnkd.in/geK3un3T Our Chief Knowledge Officer, Vicki Brackett writes about how knowledge management?is finally getting the recognition it deserves as a?must-have?in contact center technology. But there’s a big misconception out there:?if your knowledge base has a search bar, that doesn’t mean you have a knowledge management system. thanks, CCNG - Contact Center Network Group for publishing her article. ICMI, SOCAP International, ElevateCX, CCWomen, CCW, Customer Connect Expo, ContactCenterWorld, Contact Center Pipeline, BPO Call Center, The Call Center School, Call Centre Helper Magazine, Christine A. Kettmer, Arijit Roy, Robin McClain, Keryn McNamara, Diana Plazas-Trowbridge, Dara Kiernan ????, John Matthew Ortiz, Rick Jones, Sebastian Anthony Corriere KMP NPS, Aman Dua-Venkat, Erika Strandell, Gregory Bell, Melissa Carter, Kyle Weis

The business landscape is changing—and FAST. You either change or get out of the way - because someone or some other company will listen to what's going on in the market and make that change. HOW we lead through change determines whether we succeed or fail. Too often, leaders send an email and assume that’s enough for people to understand, remember, and take action. But it's not that simple. If we want to truly engage our employees and gig workers, we must communicate their way. Here are three strategies to strengthen your leadership communication: 1?? Go multi-channel. Emails are fine, but video is better! Video connects with employees and gig workers on a more personal level than emails, chats, or texts alone. Even a quick video message in a text makes a big impact. 2?? Repeat the message. Once isn’t enough. In today’s fast-moving environment, you need to share your message multiple times - even twice isn't enough. 3?? Ask for feedback. Was your message clear? Encourage questions. Better yet, post the message (written or video) on a discussion board and invite feedback. Turn your communication into a feedback loop that cultivates engagement. And here’s the real important piece that we all need to remember: It’s not about what we think as leaders. It’s about what the people we serve think. That’s the real measure of success. As business evolves, so must our leadership skills and strategies. Communicate with intention. Cultivate your message. Build connection. Because how you lead change is your brand as a leader. #Leadership?#management #LeadershipDevelopment?#Teamwork?#engagement #EmployeeEngagement?#CustomerExperience?#learninganddevelopment #CustomerSuccess #BusinessTransformation Elise Hickey Rodriguez, Laura Brody Heltebran, NACD.DC, Shelly Cruz, CMP, Amy Daniels Burr, Jodie Brinkerhoff, Nisreene Atassi, Cynthia Romero-Carrese, Lon Henderson, Jimmy Yang, Graham Thompson, Andrew Bishop, Priscilla Brooke, Kelsey Moburg, Martin Hobratschk, Stephany Doyle, Baha Al. Isma

In customer service, the real secret sauce isn’t just great tools or processes - it’s how well you manage what your entire team knows. Knowledge management systems are changing the game, turning insights into action and empowering teams to deliver the right answers faster. The latest trends in knowledge management focus on making collective knowledge easier to access and share, giving organizations a significant competitive edge. Here’s what’s trending in customer service knowledge management: Actionable Knowledge Sharing: Breaking down silos so teams don’t just have information - they have the answers or processes at conversational speed. No more putting customers on hold. Retention Through Knowledge Management Systems: Developing strategies to keep critical knowledge in-house, even when team members move on. Customer-First Insights: Using team knowledge through knowledge management systems to create a consistent and outstanding customer experience the very first time a customer reaches out. When knowledge flows freely, your team stays ahead, your customers are satisfied, and loyalty grows. Thoughts? #KnowledgeManagementSystems #CustomerServiceExcellence #LeadershipTrends #ActionableInsights #TeamCollaboration

Behind every successful company is a team of unique individuals, each bringing their own motivations, talents, and perspectives to the table. Great leaders understand this and know that building trust, inspiring action, and empowering their teams is what drives lasting success. But leadership doesn’t stop there. Understanding human behavior means knowing how to equip your team with the right tools to thrive. That includes tools like a knowledge management system - because when your team has the right resources, they’re better equipped to meet the needs of your customers. Knowledge management isn’t just a tech solution; it’s a way to show you value your customers’ time. A great leader recognizes that helping customers get the answers they need - when and where they need them - is just as important as building a strong team. Whether it’s through customer self-service channels or frontline support, empowering employees with tools to deliver a seamless experience is a reflection of strong leadership. When we combine empathy for our teams with a commitment to serving our customers, we create companies that don’t just succeed - they lead. #LeadershipDevelopment #KnowledgeManagement #CustomerExperience #TechSolutions #CXLeadership #EmpoweringTeams #LeadershipTips #CustomerSelfService #EmployeeEngagement #LeadershipMatters Melissa Carter, Kyle Weis, Kaitlin C., Kristin Reynolds, Deepak Selvaratnam, Dan Smitley, Tai Mei Gordon, Leslie O'Flahavan, Yatharth Jain, Ruth M. OBrien, Nathan Ohmart, Rick Jones, Sebastian Anthony Corriere KMP NPS, Aman Dua-Venkat,

?????????????????? ???????????????????? is a critical component to your operational strategy—a living, breathing core of your operation that drives efficiency and results. Your ?????????????????? ???????????????????? ???????????????? shouldn’t be static; it needs to evolve with your business. Yet, I hear so many leaders stress over needing more FTEs to manage it. Here's the thing: you're already spending those dollars on workarounds—ways to help agents find answers when your knowledge base doesn't help them when they need it. Instead of worrying about acquiring additional headcount, think differently. Be creative with your current labor dollars. A systematic, up-to-date knowledge framework ensures your employees, gig ??????????????, ?????? ?????????????????? get what they need at ???????????????????????????? ??????????. No more band aids or inefficiencies. This isn’t your mother’s contact center anymore. #KnowledgeManagement #ContactCenterLeadership #CustomerExperience #OperationalExcellence #GigEconomy #AgentExperience #ContactCenterStrategy #LeadershipDevelopment Nicole Kent, Valerie Jones-Harvey, Karen Tang, Mari Cross, Mark Riggs, Pavel Zamudio, Priscilla Brooke, Kat Gaines, Kristi Ernst Thompson, Rebecca Lane, Jason Hiland, David Hadobas, Melissa Carter, Martin Hobratschk, Gregory Bell, Robert Anderson, PMP, DASM, Rhonda Blackburn, PhD

?????? ???????????????? ?????????? ???????? ?? ???????? ???????? (?????? ?????? ???? ?????? ????) Let’s face it—most new hire training in the CX world is broken. We’re asking people to ???????????????? ???????????????????? they’ll ever need to know to serve customers. That’s not training; that’s survival mode. No surprise that so many quit during training. It’s not because they’re not capable—it’s because they feel overwhelmed and afraid they’ll never remember it all. When new hires leave, it’s not just frustrating—it’s expensive. The sourcing, recruiting, interviewing, onboarding, and training cycle starts again, and those costs pile up fast. And let’s not forget the toll it takes on the teams doing all that work. Here’s the fix: ?????????? ?????? ???????? ???????? and implement a knowledge management system. (Not the same as a knowledge base) With a knowledge management SYSTEM training shifts from “memorize all this” to “here’s where to find what you need.” ?? ?????? ??????????????? Training time cut in half. New hires build confidence and succeed faster. Lower turnover, higher engagement. Big-time cost savings. It’s a win for your employees, your customers, and your bottom line. Time to rethink how we train! #CustomerServiceLeaders #TrainingSolutions #CXSuccess #EmployeeRetention #KnowledgeManagementSystem #CustomerSupport #BusinessEfficiency #LeadershipTips Sunil Nagdev, Peter Dowd, Sandra Cashe, Sunil Wadhwa, Lisa Perlmutter, Kristin Reynolds, Baha Al. Isma, Stephany Doyle, Tai Mei Gordon, Leslie O'Flahavan, Yatharth Jain