Managing Your Call Center More Efficiently

What are the signs of a call center in need of a knowledgebase?

• Customer service representatives faced with an unattainable breadth of product knowledge
• Products with an ever-increasing level of complexity
• Multiple customer transfers due to lacking information
• Low customer satisfaction and issues resolution rates

What are some key considerations when creating a knowledgebase?

• Selecting information that represents core knowledge
• Setting boundaries on included information to create a usable database
• Establishing timeframes for the gathering of information to keep the product scope manageable
• Selecting individuals with the correct technical skill and customer sensibility to author the database

Overview/Description

This Business Impact explores the benefits of employing a knowledgebase to provide call-center employees with a searchable repository of information and practical experience.

Target Audience

Call Center Representatives, Supervisors and Managers