Information landfill buries contact center
Contact centers have massive amounts of information agents must use to support the needs of customers. Corporate information doubles every 3 ½ years and agents often distrust the information given to them because it changes so frequently. The “landfill” grows because each time someone creates a document for a training class, a presentation, a report, a manual – you name it – someone else says, “Let’s give that to the agents.”
Customers deserve correct, up-to-date information, and agents in the contact center and back office can’t provide it with the volume and complexity of documents in the dumping ground. With each “tip”, it becomes more difficult for agents to access what they need and for supervisors to feel confident agents are using it.