Six Best Practices for Agent Knowledge Management

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Six Best Practices for Agent Knowledge Management

Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency. Agent training costs can be substantially reduced, while job satisfaction increases as interactions with customers become more positive. Implementing knowledge management, however, requires careful planning. Success depends on an implementation with targeted goals and the development of knowledge that is closely aligned with service needs.

This paper provides a series of best practices to help you achieve outstanding results from your knowledge management implementation in the contact center. It summarizes the lessons KANA and its customers have learned through many years of successful deployments and highlights the six best practices we have found are most crucial to success.

Here, you will find best practice guidelines for:

1. Determining the objectives of your knowledge management implementation
2. Planning a successful implementation strategy
3. Designing a robust knowledge base
4. Developing useful content
5. Optimizing the agent’s experience
6. Constantly improving knowledge