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

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

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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 has worked at Call Center Helper since 2007. She started off as News Editor and is currently Operations Manager. Jo quality checks a large number of the articles on Call Centre Helper, along with 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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