Knowledge Management and Supporting CX Agents | Blackchair

Description

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pronounced when using bots and automated systems for support since they cannot determine if the data is incorrect or outdated, but still present it as factual and accurate.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.