Managing knowledge in a call center is challenging.
Many companies come to us saying "We need better documentation," or "We need better search for our documentation."
As a coach who helps companies build their training curriculums and knowledge base content, I often hear: “We want to make training videos for everything!”
Are your training and employee support resources putting your end-users first?
Raise your hand if you’ve ever tapped through a self-paced training course without really paying attention.
Do you use call shadowing as part of your call center training program?