The KnowledgeIQ Blog

SBS Bank simplifies complexity & improves productivity with KnowledgeIQ

By Steph S on August 31, 2023

This case study explains how SBS Bank adopted the Knosys’ KnowledgeIQ software solution as an enterprise-wide intranet to support the strategic goal of improving processes and efficiency. SBS Bank employees can now be confident that the information they find through KnowledgeIQ is current, relevant and trustworthy. The Problem SBS Bank determined significant difficulties existed in […]

5 Ways a Knowledge Management System Improves Your Contact Centre Staff Onboarding.

By Toby Milner on August 3, 2023

Employees who experience a poor onboarding experience are significantly more likely to feel disengaged at work and, according to Gallup, can cost organisations approximately 18% of their salary. Poor contact centre staff onboarding can result in a number of negative outcomes for teams including: Establishing a standardised onboarding process contributes significantly to employee productivity and […]

3 Reasons why Happy Agents are Productive Agents

By Toby Milner on June 2, 2023

Contact centre agents play a critical role in providing excellent customer service, and their productivity levels can have a significant impact on a company's bottom line. Research has shown that contact centre agents are more productive when they are happy agents and engaged in their work. There are several reasons why happy agents are more […]

Better decision making with Knowledge Management

By Toby Milner on May 31, 2023

Good decision making is critical for any organisation. The quality of those decisions can have a major impact on the organisation's success or failure. Naturally, organisations that make better decisions are more likely to be successful than those that do not. Benefits of effective decision making include: Increased profitability. Successful decisions can help organisations avoid […]

Successful knowledge management. Effective knowledge capture is the first step

By Toby Milner on May 31, 2023

Effective knowledge capture refers to the process of acquiring, documenting, organizing, and storing information in a manner that enables easy retrieval, analysis, and application. It involves capturing and preserving knowledge in a structured format so that it can be shared, reused, and updated as needed. Here are a few tips for effective knowledge capture: Choose […]

6 essential skills required by contact centre agents.

By Toby Milner on January 23, 2023

Contact centre agents must keep a fine balance between satisfying customers and meeting the needs of the company they work for. Each customer contact differs from the next and agents need a strong skill set to deal with a multitude of different situations that may arise.

Knowledge management will help you avoid information silos in your contact centre

By Toby Milner on December 20, 2022

Unlock the full potential of your contact centre with effective knowledge management strategies. Discover how implementing robust knowledge management practices can seamlessly integrate information, eliminate information silos, and enhance collaboration among your team. Explore the key benefits of breaking down information barriers, fostering a unified approach to customer interactions, and optimizing efficiency in your contact centre operations. Elevate your customer service experience by harnessing the power of knowledge management to navigate and overcome information silos effectively.

Shine a light on your corporate memory

By Toby Milner on August 11, 2022

What is Corporate Memory? Corporate memory is the knowledge that has been collected from past experiences, which resides in the company and can be used towards making decisions. It is also sometimes called institutional or organizational memory. Corporate memory spans all the sources in which a company may store knowledge. This includes knowledge stored in company systems, […]

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