Set up expert users
In order to develop a career path within the contact centre, set up expert users. These are agents who can pass on knowledge to the rest of the business, while still being on the phones for some of the day.
Expert users can act as an informal first-line help desk for the rest of the team. They can also be very useful for keeping the knowledge base up to date and updating the list of FAQs on the support section of the website.
Liked this article? Why not get our free newsletter.