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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.