The eBook 5 Best Practices for Multichannel Knowledge Management explains how enterprises can unify scattered knowledge to improve customer self-service and agent productivity. It stresses unifying information sources early through a single index, establishing processes like Knowledge Centered Service to continuously capture and share knowledge, and prioritizing self-service by surfacing relevant content across all touchpoints. It also recommends fostering a culture of curiosity so employees search before escalating, and running regular temperature checks with analytics to monitor gaps and adoption. With AI-powered search as the backbone, organizations can reduce silos, cut costs, and build scalable, effective KM programs.

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