Can You Afford to Ignore Shadow Knowledge?

Tribal knowledge. Team lore. Shadow knowledge. Whatever you call it, it is the undocumented expertise hidden within teams.It has been happening for years, but the growing focus on AI and agent-assist tools in the contact centre is now surfacing it as a critical root-level issue – as Adam Boelke and Martin Hobratschk explore.
AI Is Only as Useful as the Knowledge It Can Access, Organize, and ApplyFor a long time, tribal knowledge has been quietly but significantly affecting productivity, co