Why providing knowledge doesn’t mean you’re resolving issues

It took us 20 minutes to find this post on Reddit and yet companies take years to realize that providing content does not mean providing answers.  Tips for reducing average handling time suggest: The more knowledge agents have of their whole business, the easier it is to answer customer questions and reduce time to get the correct answer. But is more always better? Would 57 articles on the topic reduce AHT or even resolve an actual question? Searching, reading and analyzing large pieces of information and coming up with an effective process to resolve an issue doesn’t fit into the timeframe of 6 minutes and 10 seconds - the industry standard. Why our tools don’t work #1 [...]