The Tribal Knowledge Base – Sharing the Wisdom in Customer Service
FEBRUARY 3, 2020
This results not only in high costs for recruiting and training new agents – $7,500 per employee – but also the loss of knowledge when experienced staff leave. This gap in experience and knowledge is exacerbated by rapidly rising levels of issue complexity in the Smart Home era. The generational knowledge gap in field services. The contact center is not the only work group suffering from a decline in experience and knowledge. Tapping tribal knowledge.