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Why Your Search Bar Isn’t Enough: The Real Difference Between a KnowledgeBase and a Knowledge Management System

CCNG

Many organizations believe that a simple document holder or database with a search bar is a knowledge management system. It not only organizes and stores information but also delivers the right answer in seconds, supports seamless workflows, and ensures both agents and customers stay informed. Some systems even leverage Generative AI.

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When to Call a Contact Center Consultant…

CCNG

A consultant works with you to create requirements documents that assess priorities for both functional and non-functional requirements. Eric Berg is a CCNG Academy member with a consultant focus on Contact Center Technology and Work at Home. A work from home expert can process the change and training needed for success.