7 Strategies to Upgrade Call-Center Performance, Part 1 of 2

The knowledge base management system should focus on the following three core areas, the whitepaper says.

* Content: Multidimensional knowledge bases provide adaptive, closed-loop content management and work flow capabilities for authoring, publishing, content performance-tracking and closed-loop content management. Adaptive content management ensures the content remains fresh and relevant by monitoring ongoing content performance (e.g., is the content being used; is it answering the questions; does the content base cover FAQs?) and by automatically triggering content creation and management tasks with service levels attached to them.