Knowledge Champion

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Customer Care Manager

Knowledge Champion
I am keen to hear from Contact Centre leaders that have Knowledge Champions/ Co ordinators within their business that help to write, edit & maintain customer facing knowledge articles.

I would like to understand what kind of KPIs/ objectives you set for agents.

Thanks in advance.

Editor

Call Centre Helper

Lots of Companies have Knowledge Champions
Lots of Companies Have Knowledge Champions who populate the knowledge base. We did a poll recently that showed a highish percentage.

It works best if the knowledge base is shared with both customers and also internal contact centre staff. This way it is easiest to pick up on errors.

These articles may be of help
https://www.callcentrehelper.com/knowledge-management-mistakes-fixes-124613.htm
https://www.callcentrehelper.com/ideas-to-improve-knowledge-management-in-the-contact-centre-121871.htm
https://www.callcentrehelper.com/knowledge-management-systems-10-things-learnt-the-hard-way-80585.htm
https://www.callcentrehelper.com/how-leaders-can-harness-tacit-knowledge-to-maximum-effect-94347.htm

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