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Nine Steps to Set Up Your Knowledge Base
Most knowledge bases fail because they are hard to use or poorly maintained. This guide walks through how to set up a knowledge base with usability, adoption, and long term maintenance in mind.Too...
If you're managing some type of customer support operation or contact center using spreadsheets, shared drives, and a mashup of single-purpose solutions, you're fighting an uphill battle.
These tools may have done the job in the past, but in today's fast-paced world, they're a bit like using dial-up internet.
Let's look at the impact on your business and what you can do about it.
Most knowledge bases fail because they are hard to use or poorly maintained. This guide walks through how to set up a knowledge base with usability, adoption, and long term maintenance in mind.Too...
Keeping talented call center staff is incredibly difficult at the best of times. Employees often balk at the high stress levels and long hours — which can be exhausting for both workers and managers.
For any call center, employee recruitment is a major concern. With average call center turnover falling between 30% and 45% (Source: QATC), call center leadership is constantly pressured to add new...
Here’s a stat that will get your attention: According to the Gallup Organization, only 28% of employees strongly believe that the feedback they receive helps them do better work.
Being a good coach...
