Enhancing Agent Knowledge Management in the Call Center
According to the Service and Support Professionals Association (SSPA), the most frequent customer complaint about service and support
is the length of time it takes most organizations to settle...
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Enhancing Agent Knowledge Management in the Call Center
According to the Service and Support Professionals Association (SSPA), the most frequent customer complaint about service and support
is the length of time it takes most organizations to settle incidents.
This challenge occurs as call agents often have incompetent techniques
of sharing information within the organization.
Due to this agents cannot respond to queries as quickly and accurately as customers
demand and customers receive inconsistent levels of service.
With a good knowledge management system, customers can benefit from
interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
The
implementation of knowledge management in the contact center can have an intense impact on the quality and efficiency of your service
operations.
The following tips can help enhance agent knowledge management
• Sharing of knowledge management
The most important prerogati
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