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Managing Your Call Center More Efficiently

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

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