Agent knowledge

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Agent knowledge
We currently assess agent knowledge through a monthly assessment whereby agents answer 10 multiple choice questions.

I am currently looking at new ways to assess their knowledge & understanding of our products rather than just a simple Q&A. Ideas include the possible use of gamification.

I would love to hear how others assess agent knowledge on a monthly/ quarterly basis. Any ideas/ suggestions that are different from the norm would be welcome.


Call Centre Helper

Conduct interviews
It really all seems to depend upon what you are trying to achieve.

If it is about increasing agent knowledge then conducting interviews would perhaps be of more value than a 10 question quiz. It strikes me that the quiz is more of a box checking exercise.

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