Coveo outlines four common knowledge management challenges and their solutions. Relying on jumpwords wastes time and prevents agents from capturing the customer’s true voice, so organizations should use customer language directly in search for more relevant results. Inconsistent omnichannel experiences lead to churn, but deploying a unified index and AI ensures consistent search across all touchpoints. Outdated knowledge creates poor experiences, making automated reminders and analytics crucial for content updates and gap identification. Finally, technology fatigue lowers adoption, but connecting content sources to a unified index delivers knowledge where employees already search, improving efficiency and morale.

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