When you’re sick, you go to the doctor. The doctor asks you questions like, “How are you feeling? What seems to be wrong? What are your symptoms?”
You have an organizational change happening. Maybe you are switching to a new software tool or adopting a new one. Or maybe you are merging two companies.
Change can be exciting … but it can also be daunting.
It's time to get a new knowledge base for your business. So, you research knowledge base software options, select the tool that you think is best for your company, and create a plan to launch it.
You need a knowledge management platform for your policies, procedures, and other knowledge resources. And you need your employees and/or customers to be able to reference those resources at any time.
What if doctors only learned how to perform surgery in a classroom? They simply would attend lectures and after they covered all the materials they would be qualified to perform heart and brain surgeries.
Knowledge is the core of your call center. And yet, knowledge often takes a back seat in priority.
You’ve been using ScreenSteps for one of your organization’s teams.
Your call center has a lot of information and resources. And your call center agents are expected to know most, if not all, of those policies and procedures.
