How to Make the Most of Your Knowledge Base
Empowering contact center excellence for 30 years!

How to Make the Most of Your Knowledge Base

An effective knowledge base can help deflect call volume, increase customer satisfaction, and be used as an ongoing training tool for contact center agents. A poorly designed knowledge base can lead to just the opposite--frustrated customers, higher call volume, and less informed agents.

Want to make the most of your knowledge base? Thinking of developing a new portal this year? Check out this insight from our #ICMIchat community for tips on designing and maintaining a useful knowledge management system.

Join us next week as we chat about customer service pet peeves. As always, the conversation kicks off at 1pm ET on Tuesday. Just follow and use #ICMIchat to participate in the one hour live twitter chat. 

 



Topics: Learning & Development, Self-Service

Related

More from Erica Strother Marois

Comments

Leave a comment

Please sign in to leave a comment. If you don't have an account you can register for free here.

Forgot username or password?

   

QuickPoll

How does your organization define a small contact center?

A standalone contact center with less than 50 agents
A standalone contact center with less than 75 agents
A standalone contact center with less than 100 agents
A specialty agent group of fewer than 50 agents within a larger center
A specialty agent group of fewer than 75 agents within a larger center
A specialty agent group of fewer than 100 agents within a larger center
More Polls