What is a Knowledge Base?
A Knowledge Base is a type of database used to store, share, and manage sets of information employees need to be successful on the job.
An organized, integrated knowledge base is crucial to ensuring agents can get the information they need quickly to solve a customer's problem effectively.
TTEC's knowledge management systems and solutions enable employees to consume, collaborate, and disperse corporate and employee knowledge at anytime, and virtually anywhere.
Additional TTEC Resources
- Forget Knowledge is Power; the Right Knowledge Is Even More Powerful: For decades we have been told that knowledge is power. This still holds true, with the caveat that it must be the “correct” or “right” knowledge.
- Synthesizing Knowledge and Technology to Deliver on Customers’ Omnichannel Support Expectations: Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and associates as companies wrestle with a hodgepodge of channel-specific support systems.
- Three Reasons to Embrace the Cloud: The cloud landscape, including public clouds and SaaS platforms, is rapidly growing. Forrester Research forecasts the public cloud services market will reach $191 billion by 2020, up from $58 billion in 2013.
- Three Ways to Make the Most of Your CRM Data: CRM data—nearly every company has it, but many struggle to effectively leverage it.