A knowledge management system (KMS) in a contact center context is a technology-based system designed to capture, organize, and share information within the organization to improve the efficiency of resolving customer inquiries. It allows agents to access a centralized repository of information, including FAQs, product details, policies, and procedures, enabling them to provide accurate and consistent responses to customer queries. Effective knowledge management supports continuous learning and improvement, enhances customer service quality, and drives operational efficiency.

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