Contact Centre Research

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

How-many-knowledge-sources-do-your-agents-currently-use

Published On: 17th Nov 2011 08:00 - Modified: 19th Jan 2026

According to our poll, 41% of contact centre agents can use 4-5 knowledge sources when assisting customers.

Poll1: How many knowledge sources do your agents currently use?

Source: Call Centre Helper webinar poll Sample size – 70 Date: November 2011

Poll 2: Which issues are most important to you?

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: 10 signs you need Knowledge Management Sample size – 70 Date: November 2011

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

Connect with Jo on LinkedIn

Many Agents Can Use 4-5 Knowledge Bases When Supporting Customers

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