CCNG
JANUARY 10, 2024
The supervisor that coaches the agent will listen to that same call and will check for accuracy in the information that the agent offers to the customer. If not, how will the supervisor coach the agent? A knowledge management system is different than a knowledge base. Will the scoring of the call be accurate?
CCNG
SEPTEMBER 27, 2023
Every contact center has some sort of knowledge base, whether it’s a depository of articles with a search bar at the top of the screen, an electronic library with categories of articles, a notebook, or even those sticky notes around the agent’s monitor and desk. More time, more money, and more frustration.
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CCNG
FEBRUARY 14, 2024
This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords. Some companies have built their own proprietary knowledge bases. Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS.
CCNG
FEBRUARY 14, 2024
This knowledge can be in a SharePoint site or in a software solution with a depository of articles and a search bar for the agents to put in keywords. Some companies have built their own proprietary knowledge bases. Of course, that takes away from their coaching and mentoring time, which impacts CSAT and NPS.
CCNG
MAY 11, 2022
There was no such thing as a knowledge base, Slack, or other advanced tools when many of us started in the call center industry. However, most agents genuinely want to help the customer but many simply lack the proper training and coaching. Is the call center job harder or easier today than years ago?
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