How to nail complex query resolution with internal knowledge bases

Posted: February 22, 2019

I’m a big fan of internal knowledge bases.

In my very first contact center role I set up a knowledge base, coding the whole thing in rudimentary HTML and launching it to my fellow team members within a couple of weeks.

Even from those humble beginnings the KB became an essential resource, and it’s amazing to see the proliferation of KB technology that’s available today to help contact centers of all sizes get information to their agents quicker, and more reliably.

Because of this, it was a pleasure to write this article for ICMI, talking about how internal knowledge bases can be exploited to help resolve complex queries.

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