Six Best Practices for Agent Knowledge Management




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KANA and its customers have learned valuable lessons through many years of successful knowledge management deployments in the contact center. Here are six best practice guidelines that we have found to be the most crucial for success:

  • Determining the objectives of your knowledge management implementation
  • Planning a successful implementation strategy
  • Designing a robust knowledgebase
  • Developing useful content
  • Optimizing the agent’s experience
  • Constantly improving knowledge
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