Francis Bacon said “knowledge is power” – and when it comes to your contact centre and the frontline of customer demands, knowledgeable agents are empowered agents, able to do their best work. By championing access to existing team knowledge, experience, and ideas, Knowledge Management provides a single source of truth, breaking down knowledge silos across the enterprise – with stunning results.

Read more from Alan Gates, EMEA Senior Solutions Consultant Verint

This article was first published in the 2024 Best Practice Guide - Shaping the Future

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