AI search, AI assistance, and AI tools for keeping content up to date are all essential to knowledge management for CX today.
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For many companies, establishing a strong knowledge management discipline is a critical necessity for moving forward with AI-powered initiatives aimed at assisting contact center agents and facilitating self-service customer interactions.
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Pristine knowledge content is essential for evolving from simple conversational chatbots to fully agentic AI agents that act on customers’ behalf.
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Creating customer profiles gives brands a deep understanding of customers' needs and results in more successful marketing strategies. Here are the steps to get started.
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Too often, knowledge management got short shrift over the years. The result at many companies: a disarray of knowledge sources that couldn’t be relied on to provide consistently accurate and…
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Few, if any customer experience (CX) leaders would argue that being able to use their company’s knowledge content for customer interactions leads to an improved experience for them. But consistently…
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Differences in agent performance can negatively impact customer ratings, but AI can help identify and guide low performers on how to improve.
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Lower turnover and improved employee satisfaction are two benefits from the use of workforce engagement tools, according to Metrigy’s latest research.
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For contact center infrastructure, the adoption trend has long been away from on-premises systems or private hosted platforms and toward cloud-based applications. But still today, only 34% of contact center…
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Tune in to discover which vendors have earned our prestigious MetriStar Top Provider Award across nine CX technology categories, and which additional providers get the nod on earning high customer sentiment ratings and a high percentage of companies in the category success group–and share in our big round of applause to all winners!
