Follow Us On Linkedin:
Technology-Agnostic
Knowledge Strategies to Help Customers and Contact Center Agents Find Answers Fast—
Any Channel, Any Way
At Knowledgely™, we realign your knowledge base strategy to mitigate risk, reduce cost and increase productivity, while enhancing both your employee experience and customer experience.
The Problem
Up to 9 hours/week
per employee is spent searching for information
60% of agents
want better tools to address growing demand and complexity
59% of consumers
expect companies to provide cutting-edge digital experiences
69% of consumers
try to solve problems on their own, but only 1/3 of companies provide tools for them
90% of consumers
rank issue resolution as the most important element of customer service
69% of consumers
switch business because of a terrible customer experience
The Symptoms
Connecting the Dots
Core Elements of a
Knowledge Based System
Today’s contact centers often rely on outdated "document holder" technology, forcing agents to scroll through articles to find answers.
Information is typically siloed across different business areas with no aligned strategy focused on the customer experience.
​
A successful approach requires a holistic knowledge strategy designed with both the contact center agent and the customer in mind.
The Goal
Today’s modern contact center leadership recognizes that success hinges on more than just technology—it's about creating a seamless connection between efficiency, productivity, employee well-being, and delivering a “wow” customer experience.
At the heart of this connection lies a strategic knowledge framework supported by a robust knowledge management system powered by AI.
Knowledge management systems go beyond storing articles—they deliver consistent, actionable answers at conversational speed, streamline employee feedback, provide intuitive decision trees and process flows, and integrate seamlessly with existing tools.
They also support governance, create audit trails to mitigate risk, and offer robust reporting capabilities that empower CX leaders to make smarter, data-driven business decisions.
This ensures both agents and customers thrive in every interaction.
​We Provide A Knowledge Base Framework That Employees Actually Like, And One That Turns Frustrated Customers Into Ravings Fans In Any Agent Or Self-service Channel.
Our Knowledge Framework Assessment
.png)
Benefits at a Glance
Agents​​
Improved onboarding
Quicker agent competency
Accelerated New Hire training times
Reduced average handle time
Effective communication feedback loops
Enhanced agent confidence
Less stress on agents
Fewer Tier 2 customer interactions
Less need for SME teams with management structure
Less demand for supervisor assistance
Customer Self-service
Customers receive the right answers the first time
AI augmented tools for better outcomes
Increased first call resolution
Better customer experience with self-service
Consistent experience across all platforms
Mitigate Risks
Seamless integrations
Audit protocols
Compliance and regulatory safeguards
Data and analytics
Coming Soon
Join Knowledgely™ for our exciting new
30-minute Lunch & Learns
Designed to equip leaders with the cutting-edge skills they need for 2025.
In these fast-paced, thought-provoking sessions, you'll discover actionable strategies
to drive exceptional results, inspire your teams, and transform your organization.
Don’t miss out on this opportunity to stay ahead of the curve and lead with confidence in 2025!
1. Strategies to Expand Your Sphere of Influence and Drive Change
2. Modern Knowledge Strategy & AI:
The Hidden Costs of Operational Workarounds
Effective leadership hinges on expanding your sphere of influence, impacting areas beyond your direct control. Leadership excellence is built on trusted relationships with executives, colleagues, and direct reports—key factors in inspiring passion and driving collective success.
According to Deloitte’s "2023 Global Human Capital Trends, 87% of leaders emphasize workplace transformation to drive success, but only 24% feel fully prepared to implement the necessary changes. While 83% of organizations ​recognize the importance of leadership development, many fail to invest adequately, hindering leaders' ability to leverage their influence.
​
In this 30-minute Lunch & Learn, we’ll explore strategies to help you expand your influence and close the gaps that prevent you from driving impactful change across your organization.
Discover how a modern knowledge strategy, powered by AI, can transform your operations. In this session, we’ll explore the hidden costs of relying on outdated workarounds and show you how to streamline processes, improve efficiency, and reduce friction for both agents and customers.
Don't miss out on the opportunity to optimize your knowledge management approach for better business outcomes.
