Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction can increase as interactions with customers become more positive. However, organizations should follow a set of best practices to help achieve outstanding results from your knowledge management implementation in the contact center.
