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Happy Agents are Productive Agents

By Toby Milner on June 2, 2023

Research has shown that contact center agents are more productive when they are happy and engaged in their work.

Better decision-making with Knowledge Management

By Toby Milner on May 31, 2023

Knowledge management (KM) is the process of capturing, organizing, storing, and sharing knowledge within an organization. It can be used to improve decision-making in several ways

Successful knowledge management. Effective knowledge capture is the first step

By Toby Milner on May 31, 2023

Companies are the sum of their collective knowledge, and they succeed or fail based on how they capture, store, share and effectively manage that information in pursuit of their goals. When staff can access knowledge easily, they’re more productive

6 essential contact centre skills required by customer agents.

By Toby Milner on January 23, 2023

Agents must keep a fine balance between satisfying customers and meeting the needs of the company they work for. Each customer contact differs from the next and agents need a strong skill set to deal with a multitude of different situations that may arise.

Make your agent’s life less stressful with knowledge management

By Toby Milner on December 20, 2022

Working full-time in a contact centre is often seen as quite a high-stress job. Call handlers are required to work reactively, solving customers’ queries in real-time. This requires constant problem solving, understanding, and patience, all of which can create stress. What causes agents stress? What are the impacts of having stressed agents? How a Knowledge […]

Knowledge management will help you avoid information silos in your contact centre

By Toby Milner on December 20, 2022

The contact centre is where relationships are built with customers – its where customers can be converted into advocates for your brand. Consistent, accurate and up to date Information helps customer facing agents make informed decisions quickly when dealing with your customers. However, the information will probably be saved in multiple systems and is unlikely […]

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Recent Posts

Happy Agents are Productive Agents

June 2, 2023

Better decision-making with Knowledge Management

May 31, 2023

Successful knowledge management. Effective knowledge capture is the first step

May 31, 2023

6 essential contact centre skills required by customer agents.

January 23, 2023

Make your agent’s life less stressful with knowledge management

December 20, 2022

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