When you imagine onboarding new hires or employee training, what do you think of?

You could be launching a new call center. Or maybe your call center is growing. Maybe your customer satisfaction score (CSAT) is lower than you want. Alternatively (and unfortunately), maybe you’ve had a larger number of escalations or complaints than you care to admit.

There's a reason you have an annual check-up at your doctor's office.

When you think of call center training, what do you envision?

Building a company knowledge base takes a lot of work.

Let’s face it — all of your employees are at a different level when it comes to knowing your company and performance at their jobs.

Having a knowledge base is a huge step to centralizing your company’s information. However, without a person appointed to manage your knowledge base, your knowledge base could quickly become obsolete.

When you initially plant a garden, it takes a lot of work. You have to till the ground, start with nourishing soil, and plant the seeds. But, if that’s all you do for your garden, it’s never going to grow.

When companies have a knowledge base, sometimes they think that their knowledge management journey is done. They can wash their hands of it. The knowledge base exists, there are knowledge base articles in it, and that is all that matters.

Is bigger always better? The social game “Bigger or Better” would suggest no. In “Bigger or Better” people start with a small, simple product, like a paper clip. They then try to exchange the item for a product that is either larger or has a higher value.