Knowledge Ops Solution for Contact Centers
Reduce agent mistakes, questions, and training time with interactive call flows, troubleshooting guides, training & performance support, and more.
When call centers rely on tribal knowledge, shoulder taps, or hard-to-find and hard-to-follow documentation, metrics suffer.
To drive real operational improvements, you need to create a better system for transferring knowledge from call center supervisors and trainers to call center agents (both new and tenured).
With an integrated knowledge base software and training & performance support solution, you can create an environment where agents are confident handling any call consistently, no matter the complexity, all with less training and less supervision.
When call centers and contact centers implement a knowledge transfer strategy that puts knowledge at their agents' fingertips, right when they need it, they create a sustainable team of consistent, confident, and independent agents.
This results in faster training, improved metrics, and a stress-free workplace.
Improving performance and training at your contact center requires creating a better system for transferring knowledge from those who know to those who do. To transfer knowledge faster and more effectively, you need two key components: better technology and better frameworks.
Technology
Create, manage, and use digital guides for consistent & independent agents
Framework
A proven framework for faster agent training and better call center performance.
Habits
Guarantee success with one-on-one coaching & implementation support.
Learn a 5-stage process for building and running a Find & Follow Training program that gets new agents comfortably and competently taking calls in 30 days or less.
