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 »
Take a tour around a typical contact center, and you’ll likely see a cornucopia of resources that customer service representatives use to respond to caller needs. Along with the usual complement of software applications, they’ll have loose-leaf binders, a few typed and handwritten notes, assorted “yellow stickies,” and personalized lists of subject matter experts. Knowledge… Read More »