Knowledge Hubs for Customer Service--What, Why Now, and How
17 Nov 2021
Next Generation Contact Centre Theatre
Many contact center agents quit the workforce amid the “Great Resignation” in 2020 and a big chunk of the remaining agents continue to work from home as Covid lingers. Meanwhile, 57% of consumers say that they got different answers for the same question from different agents and in different customer service channels during the outbreak last year. How do you provide knowledgeable customer service in this new normal and maximize the effectiveness of work-from-home agents?