Six Best Practices for Agent Knowledge Management

Customers have one demand above all – service excellence from your company and its agents no matter the situation or enquiry. Customers benefit from interactions with well-informed agents, who are empowered to resolve issues with greater speed, accuracy and consistency. In order to achieve this level of knowledge management, it requires careful planning with targeted goals and the development of knowledge that is closely aligned with service needs. Download this Kana whitepaper to learn more about the best practices to raise efficiency and quality in your contact centre.