If you neglect your content, it will be flat-out useless for everyone, as a result, you need to revise your content every week. The products and services changes often, so does the fact you provide for your employees and customers.
Instead, you can focus on empowering the agent to perform at their very best, and the greatest part is that the entire organization will all be on the same page, as it will decrease confusion and errors. In this context a support agent spends 20 percent time for researching in their inboxes (as per the McKinsey Research) and other platforms like slack or asking their colleagues, thus, by building a centralized hub of knowledge base for your employees, you will significantly reduce the amount of time for seeking answers. The significant resistance to productivity in the customer service as support agents takes time to search for answers. The ten key benefits of Knowledge Base Portal are as follows: 1.
