Resource Center

The average customer service call lasts six minutes. Four and a half of those minutes, or 75% percent…

A well-designed and fully implemented knowledge management system (KMS) that’s available to everyone involved with services lifecycles (which…

To fully understand the differences between information management (IM) and knowledge management (KM), it’s important to understand the…

Exceptional contact center performance is measured by how responsive your agents are and how quickly they’re able to…

Average handle time (AHT), is one of the top call center metrics for measuring efficiency. How does your…

Knowledge management in the telecommunications industry helps companies in this highly competitive sphere leverage their organizational knowledge to…

Unlike most other business assets, knowledge is intangible and relies on human cognition, memory, and experience. Defining or…

The longer it takes for a company to onboard an employee, the more expensive the process becomes. Studies…

For most contact centers, the past few years have required swift operational pivots, especially when it comes to…