Effective knowledge management has the potential to transform experiences. When customers are looking for comprehensive support, agents are there to guide them through with deep insights and expertise. Currently, however, only 22% of leaders stated that their agents have consistent, real-time access to the knowledge needed to deliver high-caliber, consultative care.

While we may not be there yet, there is still plenty of room for growth. On a positive note, 90% of leaders are updating knowledge/processes to optimize AI-driven automation. 

This session will cover a recap of knowledge management in 2024, diving into the topics discussed throughout the series and giving an analyst look at why it matters. CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will join this discussion on knowledge management and agent assist.

This session will also discuss:

• Key steps for improving knowledge management
• New research on the challenges impeding effective knowledge management
• Insight from CCW analysts and a breakdown of the series