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Nine Steps to Set Up Your Knowledge Base
Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing...
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.
Too often, employees must spend too much time tracking down information they need to do their jobs effectively. With an effective knowledge base, you’re making an investment in your team by providing...
TL;DR:
Connecting training and quality assurance helps improve performance, consistency, and customer experience. When QA and Training collaborate using shared data, coaching, and calibration, teams align better and improve faster.
In the contact/call center, quality assurance is a bit different than it would be for a manufacturer or software development company. The goals of quality assurance training efforts in a contact...
Quality assurance (QA) is a critical part of any contact center’s performance management and improvement initiative. Effective contact center QA helps identify what is or isn’t working so course...
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...
