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"As we’ve recognised along with other organisations is that there is a lot of vacancies within the market now making it really challenging to recruit into our planning team. We still really struggled to get applicants with the relevant skills. We shared the roles we currently had available to The Forum jobs page, and we saw a massive spike in applicants." Alix Corden, Scheduling Manager, VitalityHealth

How Knowledge Management supports front-line colleagues

Published on 13 August 2024

How Knowledge Management supports front-line colleagues

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

To download a full digital copy of the Best Practice Guide, click here.

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