Welcome, visitor! [ Register | Login


Knowledge Management and Supporting CX Agents | Blackchair

  • Street: Abbey House, 1650 Arlington Business Park, Theale
  • City: Reading
  • State: Berkshire
  • Country: United Kingdom
  • Zip/Postal Code: RG7 4SA
  • Listed: April 30, 2024 2:23 pm
  • Expires: 9 days, 14 hours
Providing support to CX agents through better knowledge


With the constant evolution of contact center technologies, it is crucial for businesses to maintain up-to-date information to enable CX agents and systems to deliver accurate knowledge as and when needed. However, it’s important to recognize that knowledge is not static; it requires ongoing maintenance, updates, and relevance. Unfortunately, this understanding of knowledge is not always supported by proper processes.

According to a report, 78% of CX employees express frustration due to insufficient information available to assist customers in real time. This problem becomes more pronounced when using bots and automated systems for support since they cannot determine if the data is incorrect or outdated, but still present it as factual and accurate.

Inaccurate knowledge within the knowledge base can result in various issues that frustrate customers and lead to a poor customer experience. Therefore, it is essential to revamp how we manage our knowledge management systems, ensuring that CX agents have access to accurate and up-to-date information precisely when they need it.

No Tags

29 total views, 1 today


Listing ID: 5196630feeebfeb7

Report problem

Processing your request, Please wait....
Si prega di attivare i Javascript! / Please turn on Javascript!

Javaskripta ko calu karem! / Bitte schalten Sie Javascript!

S'il vous plaît activer Javascript! / Por favor, active Javascript!

Qing dakai JavaScript! / Qing dakai JavaScript!

Пожалуйста включите JavaScript! / Silakan aktifkan Javascript!