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How to Make the Most of Your Knowledge Base

By Erica Marois | Date Published: May 19, 2016 - Last Updated August 22, 2018 | Comments

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. 

 

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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