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.

Management 195

Management Average Handle Time Self service First call resolution 195

CCNG

JANUARY 10, 2024

The only way to keep the information in compliance, mitigate risk, have a robust audit trail, and keep the information accurate—and in a way that can be managed by operations—is through a knowledge management system. A knowledge management system is different than a knowledge base.

Technology 195

Technology CCNG Coaching Contact Center 195

CCNG

FEBRUARY 21, 2024

If you connect these tools to your knowledge base then you can enable the AI to cite sources of information provided in the generated text. The journey for your AI strategy could begin with your knowledge base. Customer service representatives (CSRs) can leverage LLMs to find the right information quickly.

Technology 195

Technology Customer Service Virtual Agent Self service 195

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. Others utilize notebooks and sticky notes for agents to reference.

Contact Center 195

Contact Center At home agents Coaching Management 195

CCNG

JUNE 21, 2023

Power your self-service channels with a robust knowledge base so users can find the information they need. And it should back up agents with supporting context and relevant knowledge base articles. This lets you offer help in a way that doesn’t turn customers away from their current task.  Make customer service easy.

Customer Service 195

Customer Service CCNG Self service Automotive 195

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. Is the call center job harder or easier today than years ago? Hasn't our industry evolved and progressed to a point where we should be producing better trained and skilled agents than in years past?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

CCNG

OCTOBER 26, 2022

It’s a living knowledge base-- a personal advisory board to offer insight and experience. Understanding how information applies in your environment is often best achieved through candid conversation with peers. Where do you go for ideas and answers? Your network is always available … wherever you go and throughout your career.

Best practices 195

Best practices CCNG Benchmark Personalization 195