Knowledge Management is a critical tool for your contact center agents, especially now that your workforce is remote. With knowledge management, agents have a reliable source of accurate answers to customer questions, improving the accuracy and efficiency of contact center interactions. But many organizations don’t have a formal knowledge management solution.
In this report, “Rapidly Deploy a Knowledge Management Program to Support Work-From-Home Customer Service,” by *Gartner analysts, Drew Kraus and Anthony Mullen, discuss the importance of rapidly deploying knowledge management to support your work-from-home employees. Read this report to learn:
- Best practices to drive user adoption
- Which customer service inquiries to focus on first
- KPIs to focus on for greatest impact