How to Know if Your KMS Needs an Upgrade with Keith Berg

Connected Knowledge from Upland Software

How do you know your knowledge management system is getting a bit long in the tooth? Are your people complaining about too many emails covering the same things? Are they struggling to keep their knowledge current as the organization changes around them?

This week on the show, one of our own leaders is back to help us out. Keith Berg is senior vice president and general manager of contact center productivity solutions, and he sits down with Pete Wright to help tune us to the red flags that point to your organization’s readiness for the KMS upgrade.

About Keith Berg

Keith provides leadership of the contact center and knowledge management suite of products at Upland Software, overseeing all of its business operations. He has worked with KM and contact center leaders for 20 years, helping them improve customer experience, increase agent productivity, and reduce operational costs.

Links & Notes

• The Importance of KMS (Knowledge Management Systems) by the Numbers | Panviva | Upland Software
• Leveraging Generative AI in Knowledge Management (uplandsoftware.com)
• Leveraging Agile Project Methodology for Successful KMS Implementation (uplandsoftware.com)
• Submit your Questions to Connected Knowledge

• (00:00) - Welcome to Connected Knowledge
• (01:17) - How do we know we're ready to change in our centers?
• (06:20) - Adapting around holes in the system
• (08:16) - How do you know if your KMS is broken?
• (13:36) - Listener Question: Human Behavior, AI, and Improvement
• (18:20) - Sneak Peak: Destination CRM’s 2024 CX Megatrends to Watch: Expert Predictions webinar
• (20:26) - Learn More