Knowledge management is critical in today’s AI-powered environment. Ensuring knowledge is accurate, up to date and accessible is pivotal for delivering effective experiences. Securing one central source of truth, then, is a goal that contact center leaders must be working towards.

Join Kaitlin Chmil, Director of Knowledge Management at Holiday Inn Club Vacations and Cory Cannon, Director of Data Governance and Dissemination Services at the U.S. The Department of Veterans Affairs as they dive into the essentials of an effective knowledge management strategy and framework in 2024.

This session will uncover the key elements of effective knowledge management, how it can empower agents and how to navigate change management. Attendees will get a look at how we can leverage knowledge management to meaningfully improve both the customer and agent experience.

It will also cover:

• The role of knowledge management in today’s contact center
• Ownership and accountability in KM
• Shifting from a reactionary to learning-focused strategy
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