What is a Knowledge Management Tool?

What is a knowledge management tool for call centres

How a Knowledge Management Tool can help your call centre

With the complexity of the calls continuing to increase (thanks to self-service reducing the simple ones) the call centre agent is finding it increasingly difficult to adequately support better-informed customers. 

Outdated Sharepoint sites or intranets, endless Word documents, manuals all over the desk and let’s not forget copious amounts of stick notes plastered all over a monitor all make it difficult for call centres agents to find the exact answer they need, with high confidence, to help them service the customers.

Thankfully call centre managers have a new tool that is transforming the customer experience that can make the above seen a relic of the past – a Knowledge Management Tool.

Knowledge Management Tools or Systems are becoming a key component of the modern contact centre delivering a range of benefits including:

  • Increased Customer Satisfaction
  • Cost savings 
  • Increased revenue
  • Improved compliance
  • Improvements to staff engagement

The above are all pretty big-ticket items and unlike other emerging technology, Knowledge Management Tools have proven results and are surprisingly affordable.

In this podcast, I talk to Brad Shaw, CEO of Livepro to dig under the bonnet about Knowledge Management Tools including what they are, how they work and why your business should have one.

Like a no-obligation chat to learn more?

If you’d like more information about Knowledge Management Platforms and what’s right for your business contact us for a no-obligation discussion without the sales pitch. Just leave your details below and we’ll be in touch! 

Resources mentioned in this Podcast

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Justin Tippett
About Justin Tippett 75 Articles

I'm the founder of CX Group Australia - helping businesses and customer experience professionals to source, deliver and optimise customer experience solutions to drive business outcomes and I'm available for consulting and training services.


I'm also the person responsible for the terrible memes on the Call Centre Legends page😮


When I'm not working, I enjoy pretending that 40 something isn't that old and it's still not too late for a professional sporting career.

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