Empower your agents with AI-driven insights to deliver personalized, meaningful support.
Brooke Lynch
Principal Analyst and Deputy Divisional Director CCW DigitalBrooke Lynch is the Divisional Director for CCW Digital. With a background in television news and production, she’s worked across industries covering B2B marketing, procurement, and finance events. Her current work highlights challenges and opportunities for customer experience and contact center leaders, with a recent focus on e-commerce, retail, and technology. Brooke studied journalism at the University of Wisconsin-Madison and held positions at Fox Business in Development and as a college associate on Countdown to the Closing Bell.
Tuesday, November 12th
12:00 PM Analyst Chat: An Introduction to Knowledge Management in 2024
In 2024, customers expect more from interactions. They want to engage with agents who are excited to resolve their issue and deeply invested in the outcome. At a time when so many brands are competing on experience, customers want to work with brands that work to meet their needs at every turn.
Yet, so many companies are not there yet. As few as 24% of customers stated that the typical customer service interaction is led by an agent who is helpful, knowledgeable and empathetic. To add fuel to the fire, 55% of customers stated that interactions have gotten worse over the past year.
These statistics point to one thing - a lack of effective knowledge management in the contact center. While leaders are certainly prioritizing improvements, there is a long way to go to ensure agents are prepared and empowered with accurate insights and up to date knowledge.
This session will cover an introduction on knowledge management in 2024, why it is important and how we can optimize it moving forward. CCW Analysts Brian Cantor, Brooke Lynch and Audrey Steeves will join this discussion on knowledge management and agent assist.
This session will also discuss:
- Building a knowledge-centric contact center
- Strategies for enhancing content
- Solutions for facilitating distribution and access
2:25 PM Analyst Recap: The State of Knowledge Management in 2024
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
