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.
Free is my favorite number. However, free isn’t always the right price for your knowledge base software.
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.
Launching your knowledge base is a huge project. Managing your knowledge base is an even bigger project.
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.
Working as a call center agent is an intimidating job. Call center reps have a lot to do on a single call. They have to talk to the caller, reference policies and procedures, as well as take notes all at the same time.
