Knowledge Management Systems (KMS) may be the single most impactful technology to help centers improve performance because agents are at the crossroads of contact center excellence.
An agent’s ability to answer pressing customer questions simultaneously impacts many key contact center metrics:
- The time it takes to answer questions, Handle Time
- The ability to resolve customer issues on the first call, First Contact Resolution
- The need for other people to be brought into a customer conversation, Call Escalation
- The ability for agents to handle increasingly diverse and complex contacts without extensive training and specialization
Contact center leadership understands the potential, but many fear that the knowledge management system challenge is too big to tackle. So companies create workarounds to the detriment of their customers and their contact center. It’s time to acknowledge the problem and solve it.