Only One in Ten Contact Centres Have a Single Knowledge Source Related Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid 5 Places to Source Great Customer Feedback 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results 128 Filed under - Contact Centre Research, benchmarking, Knowledge Management, Polls, ProcedureFlow, survey We asked our readers ‘How Many Knowledge Sources Do Your Advisors Currently Use?’, this article looks at the responses of 224 contact centre professionals. The results have been taken from the Knowledge Management chapter of our ‘What Contact Centres Are Doing Right Now’ 2021 survey report, which was sponsored by ProcedureFlow. How Many Knowledge Sources Do Your Advisors Currently Use? The number of knowledge sources available to advisors – results: Number of Knowledge Sources Percentage 1 10.8% 2 – 3 47.9% 4 – 5 22.7% 6 – 9 8.4% 10+ 10.2% Only One in Ten Contact Centres Have a Single Knowledge Source Just 10.8% of contact centres have created a single source of knowledge for advisors to dip in and out of as they respond to customer queries. Yet, pleasingly, 47.9% of contact centres have managed to cut their knowledge sources back to only two or three. This removes effort from the advisor experience and lowers handling times. All in all, this means that well over 50% of contact centres ask advisors to delve into – at most – three knowledge systems. At the other end of the spectrum, however, 10.2% of operations will ask their teams to switch between ten sources of knowledge or more. That’s quite a difference. This survey was done in partnership with Akixi, NICE, Nuance, Odigo, Poly and ProcedureFlow. Related Research To download the full copies of our ‘What Contact Centres Are Doing Right Now’ survey reports follow the links below: What Contact Centres Are Doing Right Now (2023 Edition) What Contact Centres Are Doing Right Now (2022 Edition) What Contact Centres Are Doing Right Now (2021 Edition) What Contact Centres Are Doing Right Now (2020 Edition) What Contact Centres Are Doing Right Now (2019 Edition) What Contact Centres Are Doing Right Now (2018 Edition) What Contact Centres Are Doing Right Now (2017 Edition) What Contact Centres Are Doing Right Now (2016 Edition) What Contact Centres Are Doing Right Now (2015 Edition) You can also download the full copies of our ‘Is Your Contact Centre Delivering Exceptional Customer Service?’ survey reports by following the links below: Is Your Contact Centre Delivering Exceptional Customer Service? (2020 Edition) Is Your Contact Centre Delivering Exceptional Customer Service? (2019 Edition) How Contact Centres Are Delivering Exceptional Customer Service (2016 Edition) For more great information check out our other Contact Centre Research Author: Robyn Coppell Published On: 23rd Jun 2022 - Last modified: 10th Oct 2023 Read more about - Contact Centre Research, benchmarking, Knowledge Management, Polls, ProcedureFlow, survey Recommended Articles What Is a Knowledge Base? - With a Definition, Uses and Mistakes to Avoid 5 Places to Source Great Customer Feedback 2020 Survey Report: What Contact Centres Are Doing Right Now Customer Experience in Contact Centres: 2020 Survey Results Related Reports Report: The Top 5 Metrics Shaping Bank and Credit Union Performance Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter