White Papers

"Knowledge Rocks!" An introduction to knowledge management in the contact center


Instant gratification means getting what you need when you need it. For customers needing support, that means proactively providing answers to their issues—24/7, on the channels they prefer. No spinning wheels, no long wait times, no third-party how-tos on YouTube.

NICE CXone’s latest eBook, "Knowledge Rocks!" is a comprehensive guide to providing clear, accessible, and helpful content to customers, while helping agents provide better support. From the search engine to the interaction, knowledge management is crucial to delivering effortless customer experiences.

"Knowledge Rocks!" will show you:

  • How to ensure your content rises the search rankings so that your content is the definitive answer for self-service seekers
  • How to create, optimize, and extend your knowledge content to your customers on every channel and in every language
  • How to cultivate one single source of truth so that your knowledge base content is consistent and clear for all parties involved