In the middle of your company’s knowledge management strategy and need to get people organized? Even though people, content, strategy…and, yes, people make up the four pillars of knowledge management, many leaders skip straight to the strategy conversations and save the team structure...
Before you build an agent improvement plan, ask yourself: why spend time recruiting and training new agents if you don’t have to? Most contact centers planned for growth this year, but hiring great talent has been challenging. Companies like xtDirect had to reduce their agent count by 25% due to...
No one wants to discover an outdated knowledge. Maybe you just cringed after digging up that old PDF in your company’s content (with the old company logo) last updated in August 2016. You might be thinking—wow…I sure hope a customer never sees that. Is it time to fix an outdated knowledge base?...
Still getting used to leading a modern customer service team, a largely distributed workforce, adjusting to the ‘new normal’? Chances are your customer service team is too; most agents can’t just tap a coworker on the shoulder like they used to whenever a customer has a question. You need some...
Leaders across all departments—including the contact center—are now dealing with hiring challenges AND problems with legacy technology just a few years removed from the 2020 pandemic. More contact center agents are working remotely than ever before, managers are struggling to boost agent...