Would your customers get the same answer if they asked two different contact center agents the same question? Would your agent’s response be the same as the information posted on your website, mobile app, or Facebook page?
Chances are that your answer is no. And you aren’t alone. A majority of organizations around the world are in the same boat. And the cost is enormous – excessive agent handle time, decreased customer satisfaction, and unnecessary call volumes are the result of poor knowledge management.
The good news is that successful knowledge management shouldn’t be as overwhelming as you may think. In the webinar below, I share 6 key insights that I have learned from over a decade of helping organizations implement successful Knowledge Management solutions. I hope this presentation helps shed some light on your own Knowledge Management initiatives.