Friday, 27 July 2018 00:00

Getting Smart about Knowledge Management

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As contact center professionals maintain their sharp focus on both the customer experience and the employee experience, knowledge management has become one of the most sought-after solutions in the industry. In this podcast, we once again visit with Verint's Kelly Koelliker to discuss what truly constitutes a knowledge management solution, how it differs from an enterprise content management solution, and we detail the steps to follow in order to optimize the implementation of a true contact center knowledge management solution. 

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