The KnowledgeIQ Blog

Single Source of Truth: The Cornerstone of Effective Knowledge Management

By KnowledgeIQ on May 22, 2024

Having knowledge distributed across multiple systems can lead to challenges, both for individuals and organisations. In this blog we identify the key issues and discuss how a single source of truth built into your knowledge management system delivers multiple benefits. Key issues with distributed knowledge 1. Complexity and inefficiency 2. Limited visibility and reporting Single […]

Delivering Better Outcomes and Experiences with the KnowledgeIQ Process Wizard.

By KnowledgeIQ on March 27, 2024

Need to improve quality compliance in your organisation? Achieve this, plus increase speed to competency and build confidence in your team members with the KnowledgeIQ Process Wizard. Customer Contact Centre agents often spend lots of time trying to find the right answer or process to best handle customer interactions. Not only does this result in […]

Enabling Feedback in Your KMS Improves the Quality and Relevance of Your Information.

By KnowledgeIQ on January 22, 2024

Organisations rely on accurate data to make informed choices and decisions. Correcting inaccuracies ensures that decisions are based on the most up-to-date and reliable information, increasing the likelihood of success. Knowledge management systems (KMS) like KnowledgeIQ play a crucial role in centralising, organising, and providing accurate information. However, the effectiveness of a KMS is heavily […]

Accelerating Success: The Crucial Role of Quick Decision Making.

By KnowledgeIQ on January 5, 2024

Agility and the ability to make quick decisions are key traits for organisations striving to achieve and sustain success. In its report, The five trademarks of agile organisations Mckinsey say that agile organisations emphasize quick, efficient, and continuous decision making. In this blog article, we will identify the business benefits of quick decision making and how […]

Knowledge Base vs Knowledge Management System – Compare and Contrast

By Toby Milner on November 29, 2023

"Knowledge Base vs Knowledge Management System" is a frequently discussed topic. Understanding the distinctions between these two concepts is crucial for effective information and knowledge management within organisations. A Knowledge Base and Knowledge Management System are closely related concepts, but they serve different roles within an organisation's information and knowledge management processes and frameworks. In […]

Reduce Average Handle Time While Increasing Customer Satisfaction with a Knowledge Management System

By Toby Milner on October 18, 2023

Over the past three years, contact centre leaders have had to quickly adapt systems and ways of working with hybrid work environments, increasing demand and changing consumer expectations. One crucial aspect of this adaptation has been the focus on reducing average handle time, as it plays a pivotal role in enhancing efficiency and meeting the […]

Reduce Stress Levels in Your Customer Contact Centre with KnowledgeIQ

By Toby Milner on October 11, 2023

It is well documented that working in a contact centre can be a cause of job stress, with the latest data by the Australian Customer Experience Professionals Association, reporting that Australian contact centres experience turnover rates of 32%. This high turnover rate underscores the continued challenges faced by those working and managing these teams. So […]

How Knowledge Management Systems, like KnowledgeIQ, Improve Contact Centre Efficiency

By Toby Milner on October 9, 2023

Contact centre agents are the life force of your contact centre and, to improve contact centre efficiency, addressing significant operational inefficiencies is essential. Operational inefficiency can result in unproductive agents and could cost a large contact centre as much as $1.5m USD ($2.35m AUD) annually. Below, we break down 5 ways a Knowledge Management System […]

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Recent Posts

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Single Source of Truth: The Cornerstone of Effective Knowledge Management

May 22, 2024

Delivering Better Outcomes and Experiences with the KnowledgeIQ Process Wizard.

March 27, 2024

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