Here’s the scene: It’s the busiest hour of the busiest day. With beefed up self-service through online and mobile applications, customers take care of the easy stuff on their own and reach out to agents when they can’t find what they need. Meanwhile, agents are overwhelmed, trying to retain knowledge on an increasingly complex and diverse… Read More »
The concept of “Ready, Aim, Fire” applies as much to the challenge of KM as it does to hitting the bull’s eye with a bow-and-arrow or nailing a free throw in basketball. If you are serious about making a quantum improvement in your center’s knowledge management while spending resources wisely, you need to invest the… Read More »
Most centers struggle with knowledge management (KM), and it’s not hard to understand why. There is a wide variety of information to structure, review, and manage – on products, processes, policies, current issues, etc. Many different players produce and distribute information without a mandate to coordinate their efforts with others. A lot of information is… Read More »
Knowledge is power. For contact center representatives, it’s the power to access the right information, the right resources, and/or the right processes to serve customer needs. For customers, it’s the power to get consistent information no matter which channels they use to retrieve it. There are many different forms of knowledge and job aids across… Read More »
Knowledge is power. For contact center representatives, it’s the power to access the right information, the right resources, and/or the right processes to serve customer needs. For customers, it’s the power to get consistent information no matter which channels they use to retrieve it. There are many different forms of knowledge and job aids across… Read More »