Six Best Practices of Knowledge Management
The quality and efficiency of your service operations can be improved with the implementation of knowledge
management in the contact center.
Customers benefit from interactions with more knowledgeable agents, who...
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Six Best Practices of Knowledge Management
The quality and efficiency of your service operations can be improved with the implementation of knowledge
management in the contact center.
Customers benefit from interactions with more knowledgeable agents, who are
empowered to resolve issues with greater speed, accuracy and consistency.
This implementation can help in reducing
agent training costs, while job satisfaction increases as interactions with customers become more positive.
Implementing knowledge management, however, requires careful planning.
Success depends on an implementation
with targeted goals and the development of knowledge that is closely aligned with service needs.
The six best
practices we have found are most crucial to success.
They are:
1.
Set Goals and Objectives
Your chosen goals and metrics will guide your knowledge management implementation.
To set the goals for your
knowledge management deployment, identify the areas that are most critical to your company’
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