CXR Knowledge Catalogue

CXReview Knowledge Catalogue provides the governance and operational guidelines on WatsonX.AI to deliver a unique service for call centres.

CXR-KC is a call center operations knowledge catalogue, which has been  developed over 20 years.

A comprehensive repository of expertise and best practices in customer service containing:

• detailed information on handling diverse customer queries,
• resolving complex issues,
• optimising call flow processes.

The catalogue includes documented:

• scripts,
• troubleshooting guides,
• response templates tailored for various scenarios.

The catalogue captures:

• insights on customer behaviour trends,
• training materials for agent skill development,
• proven strategies for improving key metrics like first-call resolution and customer satisfaction.