116 Curious about...Knowledge Management Systems in the Contact Center & its Emerging Role Today w/Vicki Brackett, Chief Knowledge Officer|Knowledgely
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116 Curious about...Knowledge Management Systems in the Contact Center & its Emerging Role Today w/Vicki Brackett, Chief Knowledge Officer|Knowledgely
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About this listen
🔍 This week, I’m looking into the world of knowledge management systems in the contact center and its emerging role today. My guest on Episode #116 of the @my curious colleague podcast is my colleague, @Vicki Brackett, Chief Knowledge Officer at @Knowledgely. We also touch on how AI and modern frameworks are reshaping knowledge bases and making customer support more efficient & more effective for all.
Podcast link here: https://podcasts.apple.com/us/podcast/my-curious-colleague-cpg-cx/id1565590157
Highlights:
🔹 From binders & sticky notes to sophisticated AI-powered systems – the evolution of knowledge management and how it impacts agent performance
🔹 The three pillars of knowledge management – ensuring agents, customers, and integrated systems have access to the right information at the right time
🔹 The Biggest Misconceptions About AI – Why it’s not just plug-and-play and how organizations must structure it for success.
Tune in to hear Vicki’s insights on the future of knowledge management…!
For more information and to connect with Knowledgely and Vicki go to hello@knowledgely.com
#knowledgebase #customerservice #contactcenter #aiintegration #knowledgemanagement