KNOWLEDGE MANAGEMENT
AVOID THESE KM TRAPS
Knowledge management( KM) is an essential and effective method for enabling customer service in contact centers. However, like any great tool, there are traps in its use that can cause problems. Here are several to avoid falling into.
• A simple review calendar( e. g., every 90 days) to keep things fresh.
A strong governance process turns your KMS from a content warehouse into a dynamic tool that the agents use.
A KMS isn ' t just a tool; it ' s a game-changer. It helps agents find answers more quickly, reduces errors and enhances customer trust. But it only works if it ' s kept alive through ownership, feedback, and your team ' s support. Start small. Keep it simple. Involve your agents. Because when knowledge flows freely, your agents perform better, and your customers feel it. Every call. Every time.
Mark
Pereira is a certified Trainer and experienced On-Site Supervisor specializing in boosting retention and productivity through proven teaching methods. With an academic background in Business and Innovative Education, he provides coaching to agents with empathy and skill. He stays up-to-date with industry developments from his base in Indianapolis, Indiana.
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