TechTarget and Informa Tech’s Digital Business Combine.

Together, we power an unparalleled network of 220+ online properties covering 10,000+ granular topics, serving an audience of 50+ million professionals with original, objective content from trusted sources. We help you gain critical insights and make more informed decisions across your business priorities.

ICMI
Advertisement

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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
Topics:

More from Erica Marois

Subscribe now to ICMI Contact Center Insider!