Strategies for Your Contact Center

In addition to their individual advantages, these two components also provide some interesting synergies. One of the most important is the way they enable you to build your knowledge base over time. Any time you encounter a question that isn’t already covered in your knowledge base, you quickly and easily can add a new corresponding answer. Customers can use the same knowledge base that your CSRs do as they respond to incoming phone calls, e-mails and online chat sessions.