How to choose a knowledge management system?
How to choose KMS?
BPO’s Guide for Knowledge and Customer Experience
Discussion Pointers:
- Customer engagement challenges & overall business objectives
- Agent error & challenges while achieving SLAs
- Managing a single source of truth for all clients & processes
- Why invest in Knowledge Management and how to link it with ROI
- Importance of contextual, predictive, anywhere and collaborative customer engagement
- Ability to deliver CX Anytime, Anywhere
- How AI & automation can improve agent productivity, reduce response time and optimize costs
- How Knowledge Management Platforms can empower agents and improve their efficiency
Speakers
Nick Cerise
CMO, TTEC
Liz Herman
Director, Knowledge Management, Senture
Herve Danzelaud
Head of Channels & Alliances, Freshworks Inc
Peter Ryan
BPO Advisor, Ryan Strategic Advisory
Yatharth Jain
Business & Growth, Knowmax
Ryan Maund
Chief Product & Innovation Officer, Sitel
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