Explore more Categories
Artificial Intelligence involves the science and engineering of developing intelligent machines
The manufacturing world is at a cusp of a new revolution that will redefine conventional business models
IoT will have a major impact on businesses and consumers in the future
The world is creating 2.5 exabytes of data daily
Our research seeks to connect-the-dots across multiple trends
Personal Robots are Set to Be a $19 Billion Market
Strategic Analysis of BREXIT and its Implications to Industries, Economies and Societies
Time for a Digital Revolution in the Women’s Health Market
iFrost is a digital platform for interactive and dynamic reporting of data.
The TOEs are a great source of information which gives corporates critical information on companies to action for their strategic investments either as an open source platform or to collaborate and to develop successful products
Knowledge Creation and Mining for Improve Employee and Customer Engagement
* Required Fields
Pay by invoice
Knowledge management (KM) is a mature technology area that can be broadly applied across all areas of business. Initially, KM was aimed at gathering and sharing of knowledge within an organization (across documents, databases, and other sources). One of the most critical early components of KM was content management; an organization’s data and information were made available to stakeholders through portals or dashboards, spurning the need for enterprise content management (ECM) systems.Over time, all the developments in this space have made the concept quite complex. KM systems and applications can be found in every type of enterprise and vertical market. KM solutions enable data and information of all types to be created, published, and managed from an infinite number of sources, including documents, video, databases, call logs, speech and text analytics, customer and partner communities, Web site activity, search engines, interactive voice response (IVR) systems, and people (all this can be done historically and in real time).KM is particularly germane in the area of customer contact. Here, data sources not only include systems of record, such as customer interaction history or customer relationship management (CRM) databases, but also ongoing knowledge culled from the workforce of agents and supervisors and insights gleaned from customer/agent interactions. For example, analytics solutions such as speech and text analytics provide some of the largest datasets in the world and allow companies to mine information from all customer interactions. These provide insights on myriad aspects of customer engagement, including but not limited to:• Customer sentiment and intent• Agent training needs• Opportunities for up-selling and cross-selling goods and services• Competitive threats and opportunitiesAs customer care organizations expand offerings that cater to a highly technical consumer populace and seek to digitally transform customer care, KM can play an extensive role in simplifying service delivery and enriching customer and agent interaction.This Frost & Sullivan study examines the importance of a solid KM strategy and the benefits it can bring to an organization looking to elevate the customer care and the employee experiences. It analyzes the greatest areas of KM impact, recent developments, growth drivers and restraints, and growth opportunities for market participants. The study also addresses the challenges and the benefits related to making a KM investment and makes recommendations for companies to create a successful KM strategy. Included in the insight is a sampling of solution provider profiles and use-cases for each of the core areas of KM, as examples of the benefits attained through its use.Author: Nancy Jamison
Cloud Solutions Powering the Global Contact Center Applications Market, Forecast to 2026
AI-powered Chatbots Boosting the European CX Management Market, 2020
2021 Predictions— COVID-19 Accelerates CX Investments
Enhancing European Customer Experience with Artificial Intelligence
North America Customer Experience Outsourcing Services, Forecast to 2024
AI-powered Voicebots Turbocharging European Customer Journeys, 2020
Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy
Top Takeaways from Frost & Sullivan’s Customer Contact Virtual
Frost Radar™: Australia Cloud Contact Center Services, 2020
Automation and Work-at-Home Transforming the Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2025
energy storage market
alternative energy market
commercial aviation market
residential solar market
natural flavors market
composite materials market
Don't have an account? Create One!
Enter your Email Address here to receive a link to change password.
If you are an existing frost.com user, please register using the same email for seamless access
Already have an account? Login!
Use your Linkedin account to login or register within our store.You're just one click away.