Workforce Transformation: Rethinking How We Support Agents

This session explores the shift from knowledge management to knowledge enablement, and why the next generation of contact centers are ditching clunky text heavy knowledge bases for a more visual and collaborative way of creating and sharing knowledge.

ProcedureFlow Themes:

1. How employees consume information has evolved - why visuals guidance is important and effective

2. Garbage in = Garbage out - the importance of building a governance model

3. What comes first – Knowledge strategy vs knowledge delivery