Thanks for the Reply,
We already have in place
Knowledge management system, where the agents have easy access to all the required documents.
As of now,
1)Agents are doing fine
2)They dont have any complaints of handling more than 1 client
3)The reports generated shows the targets are been met.
Since to improve their utilization much better, we are planning to add up 1 or 2 clients more to them, hence before they come up and saying knowledge retention would be a challenge.
I want a system to be in place, I wanted to know in apart from having knowledge base in place, is there anything we can do by creativity one thing thought was conducting the quizes on floor, but again we cant pull agents from the floor, so we are doing this with the share point site.
hope this adds up some addtional requirement